Specialist - Complaint Management

Join Qiddiya Investment Company as a Senior Specialist in Complaint Management, Execute full complaint-handling workflows, ensuring timely logging, categorization, follow-up, and resolution closure in alignment with service standards. Deliver structured tracking, documentation accuracy, coordination with concerned parties, and insights extraction to support root-cause elimination, protect guest experience, and reinforce operational reliability across all Guest Services Center channels.

Responsibilities

• Complaint Logging, Categorization & Documentation
• Execute structured complaint logging to capture accurate details, categories, and context ensuring full traceability and audit readiness
• Maintain complaint records, attachments, and timestamps to uphold data quality and support resolution accountability
• Validate complaint completeness against intake rules to avoid processing delays and misclassification
• Track recurring classification patterns to flag systemic or cross-functional experience failures
• Resolution Follow-up, Tracking & Closure
• Implement follow-up cycles with concerned parties to maintain momentum on resolution actions and protect guest satisfaction
• Track resolution progress through defined SLAs to detect delays impacting service credibility
• Validate closure evidence, notes, and corrective actions before confirming final complaint completion
• Maintain closure logs and reporting inputs to strengthen transparency and recurrence-prevention reviews
• Cross-Functional Case Coordination
• Coordinate case escalation to specialized teams (e.g., Digital, Operations, Venue Leadership, QA) when issues exceed standard handling
• Track dependency delays to surface root causes and ensure resolution pathways remain active
• Deliver feedback to knowledge management teams on common inquiry gaps requiring content updates
• Validate service-recovery gestures and communications for appropriateness and alignment with guest-care standards
• Insights, Reporting & Root-Cause Support
• Track complaint trends, themes, and repeated failure points to highlight improvement opportunities for leadership
• Produce case-analysis inputs that support root-cause identification and corrective-action planning
• Validate analytical summaries used for dashboards to ensure accuracy, integrity, and alignment with defined indicators
• Execute reporting cycles that reinforce transparency, performance monitoring, and improvement-tracking cadence

Requirements

• Bachelor's degree in Business Administration, Customer Service Management, or a related field
• Certifications:
• Six Sigma basic belt, CX certifications, or equivalent preferred
• Years of Relevant Experience:
• 3+ years, preferably with majority in analytical and documentation skills
• Nature of Experience:
• Experience in customer-care operations, complaint handling, service recovery, or contact-center quality functions preferred
• Experience working in a related area in a leading professional services firm, or customer service operations/contact center operations preferred

Benefits

Comprehensive benefits package