Job purpose:

To ensure consumer complaints are handled efficiently, fairly, and impartially, while working towards amicable resolutions that protect the rights of all parties. The role supports business compliance with sound commercial practices and contributes to enhancing confidence in the consumer protection system.

Title: Consumer Rights Executive

Consumer Complaints Officer / Consumer Protection Specialist

• Receiving and Reviewing Consumer Complaints
• Receive complaints assigned to the employee and review the details, supporting documents, and evidence provided.
• Ensure all required information is complete before initiating complaint processing.
• Understand the nature of the complaint and identify the consumer’s claims and the related parties involved.

Communication and Coordination with Businesses

• Communicate with the companies and commercial establishments concerned to obtain the necessary responses and clarifications.
• Follow up on the responsiveness of businesses within the specified timelines.
• Maintain continuous coordination between the consumer and the business to facilitate appropriate resolutions.

Amicable Settlement of Complaints

• Work towards achieving fair and amicable settlements between consumers and businesses in accordance with approved regulations and procedures.
• Discuss proposed solutions with all concerned parties and help bridge differing viewpoints.
• Document agreed settlements and ensure that the obligations of each party are clearly defined.

Protecting Consumer Rights and Regulating Commercial Practices

• Contribute to ensuring businesses comply with consumer rights and sound commercial practices.
• Monitor practices or situations that may affect consumer rights and escalate them according to approved procedures.
• Support the development of fair and balanced relationships between consumers and businesses.

Complaint Management and Follow-Up

• Continuously update complaint data and status in the system.
• Document all communications, correspondence, actions, and settlements related to the complaint.
• Follow up on open complaints and ensure required actions are taken within the defined service levels.
• Ensure all requirements are completed before closing a complaint.

Communication with Consumers

• Keep consumers informed about the progress of complaint handling and the actions taken.
• Clearly and professionally explain procedures, outcomes, and settlements to consumers.
• Provide consumers with proper guidance regarding their complaint and any required actions.

Escalation and Follow-Up

• Escalate cases where no amicable settlement can be reached, or where additional action is required, to the responsible authority in accordance with approved procedures.
• Report cases involving non-responsiveness or non-compliance by businesses so that appropriate action can be taken.
• Identify recurring cases or practices that require further monitoring and follow-up.

Quality and Compliance

• Adhere to approved quality standards in complaint handling.
• Maintain the confidentiality of consumer and business information, as well as all complaint-related data.
• Ensure the accuracy of all data, documents, and correspondence recorded in the system.

Role Purpose

• To ensure consumer complaints are handled efficiently, fairly, and impartially, while working towards amicable resolutions that protect the rights of all parties. The role also supports business compliance with sound commercial practices and contributes to enhancing confidence in the consumer protection system

Requirements:

• Good communication skills in both Arabic and English