Specialist Helpdesk & Operational Management

Job title: Specialist Helpdesk & Operational Management

Company: VEON

Job description: Specialist Helpdesk & Operational Management

Lahore, Pakistan /

JAZZ – Customer Experience Management /


Grade: L1

Application Deadline: 22nd Nov 2020

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

As one of the largest private sector organizations in Pakistan, our objective is to continue to change the lives of our 63 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.

What the first 30-60-90 days in the job will look like?

-Within 30 days you will:

Attend and graduate from our company-wide on boarding process along with detailed orientation program where you will learn Jazz’s values, business, and products. Meet with Help Desk & Operational Management team in order to understand the strategy of the function in line with organization strategy and company road map. Fully understand the functions in Core Operations & Service Delivery function as well as within Help Desk & Operational Management & start getting a complete grip on assigned tasks. Have meetings/shadowing with team members in order to understand how each function in Help Desk & Operational Management (Provisioning & De Provisioning of services in HLR, Order Management, and Notifications Management of system and network downtimes etc.) operates and contributes to the overall Jazz success. Understand the functionality of Help Desk & Operational Management 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, CRM and deliverables. Develop in-depth understanding of Jazz philosophy and frameworks. Ensure that activities are handled within defined KPIs according to agreed standard operating procedures

-Within 60 days, you will:

Meet the defined KPIs

Exhibit Jazz values in totality on daily basis

To follow up escalated/disputed cases in order 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

Along with routine assigned tasks (Provisioning & De Provisioning of services in HLR, Order Management, and Notifications Management of system and network downtimes etc.), do root cause analysis of activities/complaints and coordinate with Team lead to resolve them permanently

-Within 90 days to onwards you will:

Master CRM system and all linked portals

Ensure performance as per the Service Level Agreements and assigned Key Performance Indicators

Ensure continuous process improvement

Identify improvement areas and come up with concrete proposal/plans and discuss with Team Lead/Manager

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.

A bit about you:

We are looking for someone who has prior experience in Provisioning & De Provisioning of services in HLR, Notifications Management of system & network downtimes with solid case management skills. Should have hands on with Microsoft Office and case management. Excellent verbal/written English communication and interpersonal skills and should have ability to communicate with in a highly effective way and able to say “what is right” in a right way -even if it comes to conflict/disagreement intra team & inter team. Must have customer experience enhancement skills and techniques to do so. Have entrepreneurial approach, team player and should have basic IQ skills

A bit about us

A brief about your department:

Core Operations & Service Delivery is part of the Customer Experience Team and Help Desk & Operational Management is responsible for Provisioning & De Provisioning of services in HLR, Notifications Management of systems & network downtimes via CRM, Bulk Tool & over the email

The structure of the team you will join is:

You will be reporting to the Manager Core Operations & Service Delivery and will be based in Lahore. You will have approx. 6 colleagues who will be working with you to facilitate our customer base.

The two (02) main priorities of the team as a whole are:

Effective and timely handling/completion of all requests and complaints and Notifications handling of systems & network downtimes

Highest possible quality standards for customer satisfaction

The two (02) specific tasks that team was working on in the last 6 months with results.

Automation of processes

Customer experience

The three (03) must have past experiences the best candidate should have.

Prior experience in Case Management in Customer Experience department is preferred

Should have hands on with Microsoft Office

Excellent verbal/written and interpersonal skills

The two (02) must have technologies the candidate should have:

Microsoft Office

Knowhow of HLR, CRM, Billing System, Intelligent Network etc.

Essential skills must have:

Excellent Case Management skills

Customer experience enhancement skills

Working as a Team Player

Pressure handling skills

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.

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Expected salary:

Location: Lahore, Punjab

Job date: Wed, 18 Nov 2020 05:49:46 GMT

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