Specialist Core Operations

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

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.

Requirements

• 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.

Benefits

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.