Complaint Resolution Executive

Sastaticket.pk is a leading Online Travel Agency (OTA) and tech company serving millions of users. We are building a trusted digital travel platform that simplifies how people search and book travel.

Role Purpose

We are hiring a Complaint Resolution Executive responsible for managing escalated and complex customer complaints end-to-end across airline tickets, refunds, cancellations, visa services, and other travel-related issues.

This role requires strong ownership, structured thinking, sound decision-making, and the ability to balance customer satisfaction with company policies, financial discipline, and long-term trust in the platform.

The role is not transactional. It is a critical customer trust function that directly impacts customer retention, brand reputation, and operational quality.

The individual will work closely with the Manager Complaints and coordinate cross-functionally with Operations, Legal, Payments, and other teams to ensure fair, timely, and high-quality resolutions.

Key Responsibilities1. Complaint Ownership & Resolution

• Take full end-to-end ownership of escalated and complex customer complaints
• Investigate issues thoroughly using facts, system data, and cross-team inputs
• Ensure resolutions are fair, policy-aligned, and customer-impact aware
• Act as the primary point of contact for high-priority and sensitive cases
• Communicate clearly, professionally, and with empathy at every stage

2. Decision Making & Escalation Management

• Handle complex cases such as refund disputes, involuntary changes, service failures, and partner-related issues
• Make structured, sound decision-making choices balancing customer trust, policy compliance, and business impact
• Escalate only high-risk or exception cases with complete analysis and recommendation (not just escalation)
• Ensure escalation quality is high, structured, and decision-ready

3. Legal, Risk & Compliance Handling

• Identify cases with legal, regulatory, or reputational risk early
• Coordinate with Legal and Compliance teams for guidance on sensitive matters
• Ensure all final resolutions are aligned with company policy and legal advice
• Prepare structured case documentation for audits, legal review, or partner disputes
• Flag systemic risks, repeat failures, and process gaps proactively

4. Resolution Quality, Accuracy & Timeliness

• Meet defined turnaround times (TAT) for acknowledgment and closure
• Ensure accuracy, completeness, and consistency in every resolution decision
• Drive first-contact resolution wherever possible
• Minimize repeat complaints caused by incomplete or incorrect handling
• Maintain high standards of written communication and documentation

5. Root Cause Analysis & System Improvement

• Identify recurring complaint patterns and systemic issues across operations
• Conduct structured root cause analysis (RCA) for key complaint categories
• Share actionable insights with Product, Operations, Payments, and Partner teams
• Contribute to long-term reduction in complaint volume through system fixes
• Act as a feedback loop between customers and internal teams

Key Performance Indicators (KPIs)

• Complaint resolution turnaround time (TAT)
• Customer satisfaction (CSAT) and complaint feedback scores
• First-contact resolution rate
• Repeat complaint reduction rate
• Quality, accuracy, and policy compliance of case handling
• RCA quality and measurable impact on system improvements

Training & Development

We provide structured onboarding training to ensure strong foundation in systems, products, policies, and customer handling.

• Initial structured training program upon joining
• Continuous on-the-job learning and coaching
• Regular feedback cycles to improve decision quality and decision-making capability
• Learning through real case ownership rather than theoretical training alone

Qualifications & Experience

• Bachelor’s degree
• 2–5 years of experience in customer service, support, call center, or travel-related roles
• Experience with CRM, booking, or customer support systems is a plus
• Exposure to travel industry workflows (airlines, refunds, visas) is preferred

Skills & Competencies

• Strong problem-solving and structured thinking ability
• High ownership and accountability mindset
• Excellent written and verbal communication skills
• Strong attention to detail and analytical thinking
• Ability to handle escalations and high-pressure customer situations
• Ability to balance customer empathy with business and policy constraints
• Comfort working in ambiguity and making structured decisions
• Ability to learn systems, tools, and processes quickly

Work Environment & Mindset Expectations

We are not just hiring for skills—we are hiring for mindset, ownership, and decision-making capability.

This role operates in a fast-paced, high-accountability environment where customer trust is critical.

The ideal candidate:

• Takes full ownership of outcomes, not just tasks
• Stays composed under pressure and handles sensitive cases responsibly
• Adapts quickly to changing processes, policies, and systems
• Communicates with clarity, empathy, and confidence
• Learns continuously and improves decision quality over time
• Thinks in terms of customer impact, not just process completion

We value people who raise the standard of the team, not just meet expectations.

Working Schedule

• 6 working days per week
• 1 weekly off (as per roster)
• Shift timing: 8 hours shift between 9AM – 8 PM

What We Offer

• Market-competitive salary
• Monthly performance-based incentives
• Medical coverage (self & dependents)
• Gratuity (as per policy)
• Annual travel allowance
• Pick & drop facility for female employees
• Continuous learning through real responsibility
• A high-performance, ownership-driven culture

Location

Karachi (On-site)

Apply Only If

You are comfortable working in a structured, fast-paced, and performance-driven environment where customer trust is non-negotiable.

This role is suited for individuals who demonstrate ownership, accountability, adaptability, calmness under pressure, and a strong desire to improve continuously.

If you are comfortable with the mentioned shift schedule and are ready to take ownership of real customer problems and grow through responsibility, we would like to hear from you.

Application Question(s):

• Are you comfortable working in the mentioned shift schedule?

Education:

• Bachelor's (Required)

Location:

• Karachi (Required)

Work Location: In person