Core Operations Specialist — Digital Channel Resolution

Jazz; Lahore; On-site; PKR 670,000 - 1,339,000; Full time

Job summary

Jazz is seeking a Specialist Core Operations to handle digital channel functionality complaints and coordinate resolutions with stakeholders. The role involves APC wallet management, investigating escalated issues, and ensuring end-to-end resolution for customer issues.

You will work closely with product owners and the Manager Customer Operations to meet SLAs, improve processes, and support 24/7 operations in a fast-paced environment in Lahore.

Qualifications

• Experience resolving web application issues
• Understanding of web application functionality and CRM systems
• Analytical mindset to identify and resolve issues
• Ability to collaborate with development teams and stakeholders
• Proactive in improving user experience and performance? (optional)

Responsibilities

• Handle digital channel functionality complaints and coordinate with stakeholders to resolve end-to-end
• Manage APC wallets in collaboration with product owners
• Investigate obnoxious caller complaints, prepare reports for PTA and ensure resolution
• Follow up on escalated cases for complete end-to-end resolution
• Identify bugs at application and CRM levels and propose permanent fixes
• Perform root cause analyses and coordinate with Digital/Tech teams for permanent solutions
• Communicate effectively with customers, product owners, and partners to resolve issues quickly
• Take ownership and ensure timely resolution of customer complaints
• Support Manager with day-to-day tasks and process improvements
• Ensure service levels and KPIs are met; run daily audits and reports
• Handle 24/7 operations as required
• Jazz is an equal opportunity employer and promotes diversity

Skills

Web applications

Customer management systems

Analytical mindset

Stakeholder collaboration

Time management

Job description

Jazz is seeking a Specialist Core Operations to handle digital channel functionality complaints and coordinate resolutions with stakeholders. The role involves APC wallet management, investigating escalated issues, and ensuring end-to-end resolution for customer issues.

You will work closely with product owners and the Manager Customer Operations to meet SLAs, improve processes, and support 24/7 operations in a fast-paced environment in Lahore.