Description :

Grade Level: L2

Location: Islamabad

Last date to apply: 24th January 2022

What is Expert DFS Support

Expert DFS support team member is responsible to handle all requests/complaints that are landed at the DFS backend (checkers team) end.

This role reports directly to the Manager Communication, MNP, and Digital Financial Services.

What Expert DFS Support does?

• Receive different tasks in CPS and handle them as per defined process.
• Expert DFS support has to consult different related systems for request/complaint handling as required.
• Approve/Reject the tasks as per SOP. If any invalid task is received, Expert DFS support will reject the task after mentioning the rejection reason in CPS and will also raise it to the frontend team as per the shared matrix.
• Coordinate closely on day-to-day tasks for continuous improvement and business value additions.
• 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
• Ensure continuous process improvement.
• Follow up on escalated/disputed cases and resolve.
• Ensure effective and efficient communication with relevant teams in order to quickly handle customers’ issues and escalations
• 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.

Requirements

• Must have customer experience enhancement skills and techniques to do so.
• Understanding and working experience of operational tasks handling
• Have entrepreneurial approach, team player and should have basic IQ skills
• Know-how of telecom industry with a sound knowledge of backend operations
• Strong analytical/problem-solving skills
• Excellent time management skills

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.

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.

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