Specialist Core Operations

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

Grade Level: L1

Location: Lahore

Last date to apply: 14th September 2026

What is Specialist Core Operations?

The Specialist Core Operations handles digital channel functionality complaints by coordinating with relevant stakeholders to ensure end-to-end resolution. They also oversee APC wallet management in collaboration with product owners and follow up on escalated cases to achieve comprehensive resolution.

The role reports directly to the Manager Customer Operations - In House

What Specialist Core Operations does?

• Handle digital channels functionality complaints by coordinating with relevant stakeholder 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 skills to coordinate 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

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

• 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.
• Skilled in collaborating with development teams and stakeholders to develop and execute action plans, ensuring consistency and effectiveness.
• Proactive approach to managing user expectations and contributing to an improved user experience.
• Excellent time management skills to prioritize and resolve user issues promptly.

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 75 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.