Description :

Grade Level: L2

Location: Islamabad

Last date to apply: 29th April, 2025

What is Expert Vendor Management – Back Office?

Expert Vendor Management is responsible to handle requests and complaints received via Jazz customer care official channels i.e., Call Centers, Experience Centers, Email etc.

The role reports directly to the Manager Core Operations and Vendor Management

What does Expert Vendor Management – Back Office do?

• Monitoring and assisting Vendor on their Day-to-Day Vendor Operations
• Reporting & Analysis of Vendor operations
• Ensuring all queries, requests and complaints are addressed within the defined threshold
• Ensuring compliance of Jazz processes, policies & values at Vendor
• Managing Audit & Service Delivery team of Vendors
• Coordinate closely with Teams on day-to-day task for continuous improvement and business value additions.
• Should have knowledge of disaster recovery & management
• Adopt ‘Own & Resolve’ strategy on daily basis.
• Along with routine assigned tasks, do root cause analysis of activities/complaints and coordinate with relevant departments to resolve them permanently
• Ensure performance as per the Service Level Agreements and assigned Key Performance Indicators.
• Ensure continuous process improvement.
• Follow up escalated/disputed cases and resolve.
• 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.
• Exhibit Jazz values in totality on daily basis
• Perform Adhoc projects / tasks assigned
• Handle operations 24/7

Jazz is an equal opportunity employer. We celebrate, support, and thrive on diversity and are committed to creating an inclusive environment for all employees.

Requirements

What are we looking for and what does it require to be Expert Vendor Management – Back Office?

• We are looking for someone who has prior experience in operations and vendor management with solid customer handling skills.
• Should have a hand-on with Microsoft Office
• Excellent verbal/written English communication and interpersonal skills and should have the ability to communicate with customers in a highly effective way.
• Must have customer experience enhancement skills and techniques to do so.
• Have an entrepreneurial approach, team player and should have basic IQ skills
• Know-how of the telecom industry with a sound knowledge of operations management
• Strong analytical/problem-solving skills
• Excellent time management skills
• Top-notch conflict management skills

Benefits

Why Join Jazz?

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 75 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.