Consumer Rights Executive
Role Overview
Handle consumer complaints efficiently, fairly, and impartially, working toward amicable resolutions that protect all parties' rights.
Support business compliance with sound commercial practices and strengthen confidence in the consumer protection system.
Key Skills for This Role
Full Job Posting
Role purpose
Handle consumer complaints efficiently, fairly, and impartially, working toward amicable resolutions that protect all parties' rights.
Support business compliance with sound commercial practices and strengthen confidence in the consumer protection system.
Complaint review and resolution
- Receive assigned complaints, review supporting information and evidence, check completeness, and identify claims and involved parties.
- Contact businesses for responses and clarifications, track timely responses, and coordinate between consumers and businesses.
- Discuss possible solutions and work toward fair settlements under approved regulations and procedures.
- Document agreed settlements and clearly record each party's obligations.
Case management and consumer communication
- Update complaint records and status in the system; document communications, correspondence, actions, and settlements.
- Follow up on open complaints, meet defined service levels, and complete required actions before closing cases.
- Keep consumers informed and explain procedures, outcomes, settlements, and required actions clearly and professionally.
Consumer protection and compliance
- Monitor practices or situations that may affect consumer rights and escalate them through approved procedures.
- Escalate cases without amicable resolution and report business non-responsiveness or non-compliance to the responsible authority.
- Identify recurring cases or practices for further monitoring.
- Meet quality standards and protect the confidentiality and accuracy of consumer, business, and complaint information.
Requirements
- Good communication skills in both Arabic and English.
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