Communication Specialist – CX

About the role

The Communication Specialist – CX acts as the voice of Jazz in written interactions with customers. You will ensure every email or digital query is acknowledged, understood, and resolved with accuracy, empathy, and a tone that aligns with the brand.

Key responsibilities

• Manage and respond to customer emails received through official CX channels within defined SLAs.
• Maintain performance against Service Level Agreements and key performance indicators.
• Analyze each query to identify root causes and collaborate with relevant departments for accurate resolution.
• Maintain a professional, empathetic tone consistent with Jazz’s brand language.
• Own customer cases from acknowledgment to closure, aiming for high first‑contact resolution.
• Identify recurring issues, flag trends, and support process improvements.
• Coordinate efficiently with front‑ and back‑end teams to address customer issues quickly.
• Stay updated on Jazz products, services, policies, and promotions.
• Ensure compliance with data privacy, confidentiality, and regulatory requirements.

Required profile

• Bachelor’s degree, preferably in Business, Communications, or a related field.
• 1–3 years of experience in customer service, especially in digital or written communication roles.
• Excellent written English and Urdu with strong attention to detail.
• Strong analytical and problem‑solving abilities.
• Customer‑centric mindset with empathy and patience.
• Ability to multitask, prioritize, and meet deadlines.

Required skills

What we offer

• Opportunity to work for a leading telecom employer in Pakistan.
• Professional culture that encourages continuous learning and development.
• Inclusive environment that celebrates diversity.
• Access to employee benefits, lifestyle programs, and career growth pathways.