Grade Level: L2
Location: Lahore
Last date to apply: 29th July 2025
What is Expert Centralized Investigation & Resolution Unit + Team structure?
Expert Centralized Investigation & Resolution Unit is the member of Centralized Investigation & Resolution Unit which is the specialized function within the Customer Experience domain, dedicated to managing and resolving high-impact customer complaints, primarily those escalated to the CEO/President office. This expert unit serves as the final escalation body for complex, sensitive, or unresolved cases that require cross-functional collaboration and strategic resolution.
By combining investigative rigor with a customer-centric mindset, CIRU plays a critical role in restoring customer trust, improving processes and driving systemic change across the customer lifecycle. The team not only resolves issues but also ensures that the learnings are institutionalized to enhance the overall customer experience and reduce repeat complaints.
What does Expert Centralized Investigation & Resolution Unit do?
- Manage end to end resolution of CEO/President office complaints with cross-functional coordination.
- Ensure First Call Resolution (FCR) for high-priority cases.
- Conduct customer journey mapping to identify service pain points and friction areas.
- Perform Root Cause Analysis (RCA) to uncover underlying issues and apply permanent fixes to prevent recurrence.
- Generate and maintain regular performance and case trend reports for senior leadership.
- Implement targeted improvements to enhance customer satisfaction and reduce Calls/complaints.
- Identify experience gaps across the broader customer lifecycle beyond CEO/President office complaints.
- Lead or support ad-hoc and special projects aimed at CX transformation and optimization
- Collaborate with stakeholders including Legal, TECH, Commercial, and CRA etc. for aligned resolutions.
- Ensure compliance, transparency, and timely closure in all escalated case investigations.
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
What are we looking for and what does it require to be Expert Centralized Investigation & Resolution Unit?
- Bachelor's degree in Business Administration, Communication, or a related field. (Masters Preferred)
- At least 3+ years of experience in customer experience operations or any relevant experience in CX domain.
- Strong knowledge of customer experience, metrics and best practices.
- Proficient in MS Office Suite, including Word, Excel, and PowerPoint.
- Case Management
- Conflict Management, Stakeholder Management and Time Management
- Knowledge of Customer Experience systems & reports.
- Comfortable with fixed/varied roaster shift schedules and going extra mile according to business needs.
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 70+ 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.
