Executive High Value Service Recovery

Grade: L1
Last Date to Apply: 25th September 2018
 
 
As one of the top 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.
 
Our Team & You
To continue and change the lives of our 55 million customers. We’re a world-class organization and have assembled the right team to begin scaling aggressively. This is an opportunity for someone who wants to be part of something big and transformative, someone who will play a critical role in driving our success.
 
What the first 30-60-90 days in the job will look like?
 
Within 30 days you will:
·        Attend and graduate from companywide on boarding process along with detailed orientation program where you will learn Jazz’s values, business, and products
·        Meet with the Customer Operations team to understand the strategy of the function in line with Organization strategy and company road map. Fully understand all the functions in High Value operations & get a complete grip on all the assigned tasks. Have meetings, with members of other teams to understand how each function at Jazz contributes to the overall success
·        Understand the functionality of Postpaid Service Recovery Team and how your role fits into the overall strategy and function. You will understand Business SOPs & processes, who are the stake holders, get aligned to the ongoing tasks, projects and deliverables
·        Develop in-depth understanding of Jazz philosophy and frameworks
·        Ensure that all activities are handled within defined KPIs according to agreed operating procedure with complete security
 
Within 60 days, you will:
 
·        Along with routine assigned tasks, to do root cause analysis of activities/complaints and coordinate with Team lead to resolve them permanently
·        Meet the defined KPIs
·        Exhibit Jazz values in totality on daily basis
·        To follow up escalated/disputed cases to provide end-to-end resolution
·        Coordinate closely with Team lead on day-to-day task for continuous improvement and business value additions
·        To adopt ‘Own & Resolve’ strategy on daily basis
 
Within 90 days to onwards you will:
 
·        Ensure performance as per the Service Level Agreements and assigned Key Performance Indicators
·        To identify improvement areas and come up with concrete proposal / plans to Team Lead
·        Ensure efficient and effective communication with front and backend teams to handle swiftly customers’ issues
·        Coordinate for testing of new products/services for viability
  
What we have done and what we will do with YOU
In the last one-year Jazz business is a huge success story in terms of business transformation, we were market leaders and we still are market leaders but with huge margins specially after successful merger of Jazz and Warid. With your role we will have detail business analysis and insights of Customer Experience functioning in order to achieve the division and overall organization objectives.
 
A bit about you:
We are looking for someone with:
 
Customer oriented approach
Excellent audit related skills
Entrepreneurial approach
Effective communication, interpersonal and analytical skills
Team Player
Highly computer proficient specially Microsoft office
High IQ
 
A bit about us:
 
A brief about your department:
Customer Operations is part of the Customer Experience Team and Customer Operations HV (Jazz) is responsible to handle all requests and complaints related to Jazz network for back office
 
The structure of the team you will join is:
You will be reporting to the Team Lead High Value Service Recovery and based in Lahore.
 
The two (02) main priorities of the team as a whole are:
·       Timely handling and completion of all requests and complaints along with their permanent resolution
·       Customer experience enhancement
 
With which other stakeholders the successful candidate will work with functional/regional/ within the team:
 You will coordinate with all departments like IT, Finance, BSD, Quality assurance and Standardization, Customer experience internal departments and other stakeholders in order to increase customer experience and operational efficiency by synchronizing & streamlining processes
 
What would be the result of those interactions if we assume 100% collaboration?
A collaborative effort will result in service level achievement including other defined KPIs resulting in enhanced customer experience
 
The two (02) specific tasks that team was working on in the last 6 months with results.
·       Improvement of Customer endorsement feedback
·       Customer Experience enhancement
 
The three (03) must have past experiences the best candidate should have.
·       Knowledge of Telco industry & preferably hands on experience of backend operations of 1 to 2 years
·       Preferably should have worked on any customer experience related project
·       Handled or participated in Projects managed collectively by a team or group
 
Essential skills must have: 
·       Profound analytical and entrepreneurial skills
·       Strong written and verbal communication skills
 
 


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