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Expert Communication

1.00 to 10.00 Years   Islamabad, Pakistan   31 Aug, 2023
PMCL-JAZZ
1 Jobs Openings
Job LocationIslamabad, Pakistan
EducationNot Mentioned
SalaryNot Mentioned
IndustryOther Business Support Services
Functional AreaNot Mentioned

Job Description

Grade: L2Location: IslamabadLast date to apply: 3rd September 2023What is Expert Communication?Expert Communication is responsible to handle requests and complaints received via Jazz customer care official email ID (customercare@jazz.com.pk) and PTA channel.The role reports directly to the Team Lead Communication.What Expert Communication does?

  • Provide end to end resolution against all requests/complaints received via Jazz customer care official email ID and PTA channel.
  • Coordinate closely with Team lead on day-to-day task for continuous improvement and business value additions.
  • Adopt ?Own & Resolve? strategy on daily basis.
  • Along with routine assigned tasks, do root cause analysis of activities/complaints and coordinate with relevant departments to resolve them permanently
  • Ensure performance as per the Service Level Agreements and assigned Key Performance Indicators.
  • Ensure continuous process improvement.
  • Follow up escalated/disputed cases and resolve.
  • Ensure effective and efficient communication with front and backend teams in order to quickly handle customers? issues.
  • Revise and/or formulate existing policies to improve customer experience further.
  • Take ownership and ensure timely resolution of customer complaints. This includes contacting customers via call (where required) to ensure customer issues are completely understood and customer properly understands feedback.
  • Exhibit Jazz values in totality on daily basis
  • Perform Adhoc projects / tasks as assigned
  • As per requirement, this position will also serve as a point person for communication unit Islamabad team and serves as on-ground in charge for team guiding, monitoring and addressal of issues along with positive communication within team so team members can work together toward achieving defined goals.

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