Location : Lahore, Pakistan

Team : Customer Experience Management

Description :

Grade: L1
Last Date to Apply: 22nd November 2020
 
As one of the top employers in the country, Jazz epitomizes the philosophy that each Jazz employee is passionately living a better every day inspired and enabled by visionary leadership, a unique professional culture, a flourishing lifestyle and continuous learning and development.
 
Our Team & You
As one of the largest private sector organizations in Pakistan, our objective is to continue to change the lives of our 63 million + customers for the better. This is an opportunity for someone who wants to be part of something transformative, someone who can play a critical role in driving our success. Together, we can empower millions more with the tools necessary to progress in an increasingly digital economy. 
 
What the first 30-60-90 days in the job will look like?
 
-Within 30 days you will:
Attend and graduate from our company-wide on boarding process along with detailed orientation program where you will learn Jazz’s values, business, and products. Meet with Communication Unit team in order to understand the strategy of the function in line with organization strategy and company road map. Fully understand the functions in customer experience as well as with-in Communication Unit & start getting a complete grip on assigned tasks. Have meetings/shadowing with team members in order to understand how each function in communication unit (emails, social media etc.) operates and contributes to the overall Jazz success. Understand the functionality of Communication Unit and how your role fits into the overall strategy and function. You will understand Business SOPs & processes, who are the stake holders, get aligned to the ongoing tasks, projects, CRM and deliverables. Develop in-depth understanding of Jazz philosophy and frameworks. Ensure that activities are handled within defined KPIs according to agreed standard operating procedures
 
-Within 60 days, you will:
Meet the defined KPIs
Exhibit Jazz values in totality on daily basis
To follow up escalated/disputed cases in order to provide end to end resolution
Coordinate closely with Team lead on day to day task for continuous improvement and business value additions
To adopt ‘Own & Resolve’ strategy on daily basis
Along with routine assigned tasks, do root cause analysis of activities/complaints and coordinate with Team lead to resolve them permanently
 
-Within 90 days to onwards you will:
Master CRM system and all linked portals
Ensure performance as per the Service Level Agreements and assigned Key Performance Indicators
Ensure continuous process improvement
Identify improvement areas and come up with concrete proposal/plans and discuss with Team Lead/Manager
Ensure effective and efficient communication with front and backend teams in order to quickly handle customers’ issues.
Revise and/or formulate existing policies to improve customer experience further
Take ownership and ensure timely resolution of customer complaints.
 
A bit about you:
We are looking for someone who has prior experience in a communication role (not mandatory) and is social media savvy with solid customer handling skills. Should have hand on with Microsoft Office and must be communicating customers through emails previously. Excellent verbal/written English communication and interpersonal skills and should have ability to communicate with customers in a highly effective way and able to say “what is right” in a right way, even if it comes to conflict/disagreement with customer. Must have customer experience enhancement skills and techniques to do so. Have entrepreneurial approach, team player and should have basic IQ skills. The ideal candidate must be open to work in shifts.
 
A bit about us
 
A brief about your department:
Communication Team is a part of the Customer Experience Team and is responsible to handle all requests and complaints received via customer care email address.
 
The structure of the team you will join is:
You will be reporting to the Team Lead Communication and will be based in Lahore. You will have approx. 20 colleagues who will be working with you to facilitate our customer base.
 
The two (02) main priorities of the team as a whole are:
Effective and timely handling/completion of all requests and complaints received via customer care channels.
Highest possible quality standards for customer satisfaction
 
The two (02) specific tasks that team was working on in the last 6 months with results.
Email response quality with the help of training and quality teams
Meet defined TAT for best customer experience
 
The three (03) must have past experiences the best candidate should have.
Prior experience in a correspondence/communication unit department is preferred
Should have hand on with Microsoft Office and have experience of communicating customers via emails
Excellent verbal/written English communication skills
 
The two (02) must have technologies the candidate should have:
Microsoft Office 
Know-how of telecom industry with a sound knowledge of social media platforms
 
Essential skills must have:                                  
Excellent communication skills
Customer experience enhancement skills
Strong analytical/problem solving skills
Excellent time management skills