Core Operations Specialist: Digital & Customer Experience

JazzWorld; Lahore; On-site; PKR 1,200,000 - 1,800,000; Full time

Job summary

Jazz is seeking a Specialist Core Operations professional in Lahore to coordinate with stakeholders and resolve digital channel functionality complaints. The role also oversees APC wallets and follows up on escalated cases to ensure end-to-end resolution.

Reporting to the Manager Customer Operations - In House, the position requires an analytical mindset, cross-functional collaboration, and proactive communication to enhance customer experience and maintain SLA adherence.

Qualifications

• Basic knowledge to resolve web application issues
• Understanding of web application functionality and familiarity with customer management systems
• Analytical mindset to identify, diagnose, and implement improvements in web application performance
• Skilled in collaborating with development teams and stakeholders to develop and execute action plans
• Proactive approach to managing user expectations and contributing to an improved user experience
• Excellent time management skills to prioritize and resolve user issues promptly

Responsibilities

• Handle digital channels functionality complaints by coordinating with relevant stakeholders and provide end to end resolution
• Management of APC wallets by coordinating with the product owners
• Manage obnoxious caller complaints, conduct thorough investigations, ensure complete resolution, and assemble reports for PTA
• Follow up on escalated cases related to digital channels to provide end-to-end resolution
• Identification of digital channels application level and CRM level bugs/issues, and develop concrete solutions and plans for permanent resolution
• Perform root cause analysis of activities/complaints and coordinate with the Digital/Technology teams to resolve them permanently
• Ensure effective and efficient communication with customers, product owners, and business partners to handle customer issues quickly
• Take ownership and ensure timely resolution of customer complaints
• Coordinate closely with the Manager on day-to-day tasks for continuous improvement and business value additions
• Ensure performance as per the Service Level Agreements and assigned Key Performance Indicators
• Revise and/or formulate existing processes to further improve customer experience
• Perform daily audits and reporting of tasks
• Perform other assigned tasks
• Handle operations 24/7

Skills

Web app basics

Web app functionality

Analytics mindset

Cross-functional collaboration

Proactive user experience

Time management

Job description

Jazz is seeking a Specialist Core Operations professional in Lahore to coordinate with stakeholders and resolve digital channel functionality complaints. The role also oversees APC wallets and follows up on escalated cases to ensure end-to-end resolution.

Reporting to the Manager Customer Operations - In House, the position requires an analytical mindset, cross-functional collaboration, and proactive communication to enhance customer experience and maintain SLA adherence.