Job Description

Grade Level: L2

Location: Lahore

Last date to apply: 3rd June, 2026

What is ‘Expert Core Operations’?

• Handle and resolve complaints related to digital channels by coordinating with relevant stakeholders and ensuring timely end-to-end resolution.
• Manage APC wallets in coordination with product owners.
• Handle abusive caller complaints, conduct investigations, and prepare reports for PTA.
• Identify application-level and CRM-level bugs/issues within digital channels and coordinate with Digital/Technology teams for permanent resolution through root cause analysis.
• Maintain effective coordination with customers, product owners, and business partners for efficient issue handling and escalations.
• Coordinate closely with the Team Lead/Manager on operational tasks, process improvements, and business value additions.
• Ensure compliance with Service Level Agreements (SLAs) and assigned Key Performance Indicators (KPIs).
• Review and improve processes to enhance customer experience.
• Perform daily audits, reporting activities, and other assigned operational tasks.
• ·Available to support and manage operations in a 24/7 environment as per business requirements

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

Requirements

• Strong understanding of digital products.
• Good communication skills & ability to establish strong relationship with customers.
• Understand customer needs and identify solution, provide exceptional customer service.
• Ability to effectively collaborate internally as well, comfortable working in a fast-paced and ever-changing environment and adapt to new technologies.

Benefits

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.