Digital Operations Specialist - 24/7 & Wallets

PMCL-JAZZ; Lahore; On-site; PKR 180,000 - 300,000; Full time

Job summary

PMCL-JAZZ in Lahore is seeking a Specialist Core Operations to handle digital channel functionality complaints, coordinate with stakeholders, and drive end-to-end resolution. The role involves APC wallet management, investigating escalated cases, and reporting outcomes to stakeholders.

You will collaborate with product owners and technology teams to identify root causes, resolve issues, and improve customer experience while adhering to SLAs and KPIs.

Qualifications

• Basic knowledge and ability 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.

Responsibilities

• Handle digital channels functionality complaints by coordinating with stakeholders and provide end-to-end resolution.
• Manage APC wallets by coordinating with product owners.
• Investigate obnoxious caller complaints, ensure complete resolution, and report to PTA.
• Follow up on escalated cases related to digital channels for end-to-end resolution.
• Identify application-level and CRM-level bugs and develop permanent resolution plans.
• Perform root cause analysis and coordinate with Digital/Technology teams to fix issues.
• Maintain effective communication with customers, product owners and partners for prompt issue handling.
• Take ownership and ensure timely resolution of customer complaints.
• Coordinate with the Manager on daily tasks for continuous improvement and value.
• Ensure performance against SLAs and KPIs; update processes to improve customer experience.
• Conduct daily audits and reporting of tasks.
• Handle operations 24/7.

Skills

Web app issues

Web app functionality

Analytical mindset

Collaboration with dev teams

Customer communication

Tools

CRM systems

Bug tracking tools

Job description

PMCL-JAZZ in Lahore is seeking a Specialist Core Operations to handle digital channel functionality complaints, coordinate with stakeholders, and drive end-to-end resolution. The role involves APC wallet management, investigating escalated cases, and reporting outcomes to stakeholders.

You will collaborate with product owners and technology teams to identify root causes, resolve issues, and improve customer experience while adhering to SLAs and KPIs.