Description :
Grade Level: L2
Location: Lahore
Last date to apply: 26th July 2024
- Handle all international Roaming (IR) related complaints and provide end to end resolution within stipulated time
- Processes Provisioning & De Provisioning of services in HLR
- Manage notifications for systems and network issues, updating all channels during both downtimes and uptimes. Follow up with relevant stakeholders for resolution and notify them once issues are resolved
- Follows up escalated / disputed cases to provide end-to-end resolution
- Exhibit Jazz values in totality on daily basis
- Coordinates closely with manager on day-to-day tasks for continuous improvement and business value additions
- Perform root cause analysis of activities / complaints and coordinate with manager to resolve them permanently
- Ensures performance as per the Service Level Agreements and assigned Key Performance Indicators
- Ensures continuous process improvement
- Ensures effective and efficient communication with front and backend teams to quickly handle customers' issues.
- Revises and/or formulates existing policies to improve customer experience further
- Takes ownership and ensure timely resolution of customer complaints
- Prepare comprehensive reports and perform in-depth data analysis to support decision-making.
- Develop and maintain databases and spreadsheets to track key metrics.
- Identify trends and insights from data analysis and present findings
- Perform other assigned tasks
- Handle operations 24/7
Requirements
- A seasoned professional with adequate experience in managing customers and resolving their complaints
- Proven track record of managing end-to-end coordination for customer query resolution
- The individual should have the telecom product knowledge and hands-on expertise in customer management systems
- An analytical thinker who can ascertain the improvement areas with regards to customer experience
- Adept in stakeholder management for the closure of respective action plans while ensuring standardization across the board
- Strong Leadership aptitude to manage customer expectations vis a vis the desired outcome for improved customer experience
Benefits
As one of the leading 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 core values include qualities essential for a positive organizational culture - truthfully guiding entrepreneurial and innovative mindsets, harnessing professional and interpersonal collaboration, and fostering across-the-board customer-obsession.
As one of the largest private sector organizations in Pakistan, our objective is to continue to change the lives of our 70 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.
