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:
Develop in-depth understanding of Jazz Policy & Benefits & Rewards Programs
Develop an understanding of product & services, processes & SOPs in the organization
Develop in-depth understanding on Job Grading and Job Titles framework of Jazz
Ensuring team is working on right track to meet given objectives/KPIs to reduce contact ratio at Call Centre, Business Centre & backend teams
Working as a Process Lead for all Customer Care Touch Points, in order to implement simplified & automated business processes with enhanced customer experience & satisfaction
Within 60 days, you will:
Ability to exercise strong leadership, problem solving, negotiation skills and influence others
Liaison with other departments and teams to fix the customer pain points
Ensure that all communications are being sent timely to all Touch Points including Contact Centres, Business Centres, Franchise Centres and SDS/Retailers etc.
Keep a strong check on knowledge management portal for updates for all touch points
Within 90 days to onwards you will:
Recommend procedures, controls and tools to improve the customer experience
Be able to handle escalations related to processes while ensuring that all stakeholders are agreed on process which are being rolled out
Ensure error free UATs & equal distribution of UATs
Working closely with stakeholders, especially Quality Assurance and forwarding suggestions for system and product level changes with relevant teams (MKT, PI & Automation)
Address & resolve real time challenges, escalations for all channels/touch points
What we have done and what we will do with YOU
In the last one-year Jazz 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.
A bit about you:
We are looking for someone who is energetic and has a positive attitude to be able to advocate/defend views of what is right with professionalism, maturity, and a balanced, holistic view of any competing viewpoints.
You are resilient. Shafak, your future colleague, has a great way to describe the excitement of creating diversity at Jazz. She says we’re punching down walls and disrupting the traditional way of doing things. We know you’re not one to let walls stop you—you’re free to tear them down here.
A bit about us
Focus of Customer Care is to reduce customer calls on helpline & improve customer experience through self-service and automation. Quality Assurance supports the department objectives through identification of customer pain points, process improvement and training recommendation.
The structure of the team you will join is:
An eight (08) members team with 7 sub teams.
The two (02) main priorities of the team as a whole are:
Improve processes through automation & self-service which should be industry best
Lead special projects in the organisation which are related to system and process change
With which other stakeholders the successful candidate will work with functional/regional/ within the team.
You will work with internal and external stakeholders including divisional/departmental heads, internal customer within the organisation.
What would be the result of those interactions if we assume 100% collaboration?
It will help in identification of customer issues and collaborative working will improve efficiency of business partners.
The two (02) specific tasks that team was working on in the last 6 months with results.
Process harmonisation and system integration of Warid & Jazz after merged Co.
Call reduction initiatives through automation and self-service projects
The three (03) must have past experiences the best candidate should have.
Good Communication Skills
Good Analytical Skills
Good Presentation skills
The two (02) must have technologies the candidate should have.T
Process Flow Design
Essential skills must have:
Data Analysis in order to review and analyse data and be able to extract meaningful insights
Data Presentation skills for being able to present data in order to make quick decisions
Advance communication skills for managing cross functional projects
Working at the VEON GROUP demands a high standard of business ethics and adherence to our legal obligations, our values and our Code of Conduct and supporting compliance policies and procedures. Our pioneering spirit is embodied in our values to be customer obsessed, entrepreneurial, innovative, collaborative, and truthful. Being truthful requires us to act ethically, honestly, and with integrity.