Expert Core Operations

About the role

The Expert Core Operations will manage and resolve complaints related to digital channels, coordinate with stakeholders, and ensure end‑to‑end resolution in a 24/7 environment.

Key responsibilities

• Handle and resolve digital channel complaints, coordinating with relevant stakeholders.
• Manage APC wallets in collaboration with product owners.
• Investigate abusive caller complaints and prepare reports for PTA.
• Identify application‑level and CRM‑level bugs in digital channels and work with Digital/Technology teams for root‑cause resolution.
• Maintain coordination with customers, product owners, and business partners for efficient issue handling and escalations.
• Support the Team Lead/Manager on operational tasks, process improvements and business value additions.
• Ensure compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Review and improve processes to enhance customer experience.
• Perform daily audits, reporting activities and other operational tasks.
• Provide support for 24/7 operations as required.

Required profile

• Strong understanding of digital products and channels.
• Excellent communication skills and ability to build relationships with customers.
• Ability to understand customer needs and deliver solutions.
• Comfortable working in a fast‑paced, ever‑changing environment and adapting to new technologies.
• Collaborative mindset with internal teams.

Required skills

• Knowledge of digital product operations.
• Experience with CRM systems.
• Familiarity with APC wallet management.

What we offer

• Opportunity to work for a leading telecom employer in Pakistan.
• Inclusive and diverse workplace culture.
• Continuous learning and development.
• Contribution to a transformative digital economy impacting 75 million customers.