Executive Customer Operations Defense KHI

PTCL.Official; Karachi Division; Hybrid; PKR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Maternity leave

Paternity leave

Hybrid work model

Job summary

PTCL Group is seeking a field-oriented Customer Operations professional in Karachi to drive growth by acquiring and supporting new customers, while ensuring timely installation and rehabilitation of services. You will coordinate with ANR and Technology teams to resolve outages and complaints, using available resources to optimize customer experience.

The role emphasizes quarterly targets, field visits for quality checks, and reporting on service performance, within a hybrid work model.

Qualifications

• 2 to 3 years of relevant experience is required.

Responsibilities

• Ensure network rehabilitation and achievement of daily, weekly, and monthly service KPIs within the assigned territory.
• Oversee the deployment and installation of new connections while ensuring quality standards.
• Conduct field visits to monitor installation quality, rehabilitation work, and sales activities.
• Coordinate with ANR and Technology teams to ensure timely resolution of communication breakdowns and customer complaints.
• Utilize human resources, tools, and equipment effectively to deliver an optimal customer experience.
• Prepare and maintain accurate daily, weekly, and monthly service performance reports.

Skills

Customer Operations

Networking

Team Management

Job description

We are not just industry leaders; we are redefining excellence with groundbreaking solutions. PTCL Group stands out in the technology industry with its commitment to high‑end innovation and leading the way in delivering integrated ICT and Cellular Network services in Pakistan, all rooted in our journey of Culture Transformation & Change Management.

PTCL Group actively cultivates an inclusive & diverse culture that values and uplifts every individual,

regardless of their gender, social background, religion, belief, or disability.

PTCL Group Vision & Values:

With a clear vision to become the largest technology player and champion driving the digital transformation of Pakistan, PTCL Group is guided by a set of our unified core values:

• Be Resilient
• Think Big
• Win Every Battle
• Value Success

IN THIS ROLE YOU WILL:

Facilitate business growth by acquiring and supporting new customers while ensuring network rehabilitation and achievement of daily, weekly, and monthly service targets through effective utilization of human and technical resources. The role involves overseeing new connection installations, conducting field visits to ensure quality and rehabilitation standards, coordinating with ANR and Technology teams for timely complaint resolution, and maintaining accurate service performance reporting.

HOW CAN YOU EXPRESS YOUR TALENT:

• Ensure network rehabilitation and achievement of daily, weekly, and monthly service KPIs within the assigned territory.
• Oversee the deployment and installation of new connections while ensuring quality standards.
• Conduct field visits to monitor installation quality, rehabilitation work, and sales activities.
• Coordinate with ANR and Technology teams to ensure timely resolution of communication breakdowns and customer complaints.
• Utilize human resources, tools, and equipment effectively to deliver an optimal customer experience.
• Prepare and maintain accurate daily, weekly, and monthly service performance reports.

WHAT YOU NEED TO BE SUCCESSFUL:

Qualification:

Education:

Experience:

• 2 to 3 years of relevant experience is required.

Technical Competency:

• Customer Operations
• Networking
• Team Management

PTCL Group's family-centric policies, offering 6-month maternity and 30-day paternity leave, along with a hybrid work model, redefine the workplace for a balanced and fulfilling career.