Specialist CX Communication at PMCL-JAZZ

Islamabad, Islamabad Capital Territory, Pakistan -

Full Time

Start Date

Immediate

Expiry Date

18 Dec, 25

Salary

0.0

Posted On

19 Sep, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Communication, Interpersonal Skills, Time Management, Organizational Skills, Microsoft Office, Problem Solving, Root Cause Analysis, Process Improvement, Team Coordination, Customer-Centric Mindset, Continuous Learning, Feedback Management, Adhoc Projects, Service Level Agreements, Key Performance Indicators

Industry

Telecommunications

Description

Last date to apply: 26th September, 2025 Grade Level: L1 Location: Islamabad What is ‘Specialist CX Communications’? The role ensures timely resolution of customer complaints via Jazz’s official email, drives process improvements, and coordinates with teams for permanent issue resolution. It also serves as a point of contact for the respective unit, guiding and supporting the team to achieve goals. Key Responsibilities: Provide end to end resolution against all requests/complaints received via Jazz customer care official email ID. Coordinate closely with Team lead on day-to-day task for continuous improvement and business value additions. 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. 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. 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. 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: Bachelor’s degree in business administration, Communications, or a related field. Minimum of 1-2 years of experience in customer service or contact center operations, preferably in email communication. Strong communication and interpersonal skills, with the ability to interact effectively with customers and colleagues. Excellent time management and organizational skills, with the ability to prioritize tasks and manage workload effectively. Proficiency in Microsoft Office applications, particularly Outlook and Excel. Ability to work effectively in a fast-paced environment and adapt to changing priorities and business needs. Commitment to continuous learning and professional development. Customer-centric mindset and dedication to delivering exceptional customer service. Why Join Jazz? 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. Our core values include qualities essential for a positive organizational culture - truthfully guiding entrepreneurial and innovative mindsets, harnessing professional and interpersonal collaboration, and fostering across-the-board customer-obsession. 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.

Responsibilities

The role involves providing end-to-end resolution for customer complaints received via email and coordinating with teams for permanent issue resolution. Additionally, it includes performing root cause analysis and ensuring effective communication with both front and backend teams.