Driving Customer Experience Excellence

7 days ago


Karachi, Sindh, Pakistan beBeeCustomerOperations Full time 500,000 - 800,000
Executive Customer Operations

To excel in this role, you will be responsible for driving key performance indicators (KPIs) including mean time to repair (MTTR), mean time to troubleshoot (MTTP), customer happiness index (CHI), quality of installation, team engagement, management, and conversion targets. Your focus will be on reducing registered, repeated, and denied complaints through proactive resolution.

Collaborate with relevant agencies to safeguard the network during developmental activities. Maintain exchange line stability using tools like Nokia Motive, identifying and addressing weak areas. Execute preventive and corrective maintenance projects aligned with quality assurance standards.

Ensure data accuracy across geographic information system (GIS) mapping, workforce, and subscriber mapping at all network levels. Rigorously follow health and safety guidelines to protect team members, network infrastructure, and related assets.

  • Drive KPIs i.e. MTTR, MTTP, CHI, Quality of Installation, team management, team engagement & Conversion targets.
  • Lead and manage fiber maintenance teams working continuously 24/7 to address FTTH network issues.
  • Handle operational expenditure (OPEX) and capital expenditure (CAPEX) requirements on the SAP system.
  • Maintain line stability of exchanges using tools like Nokia Motive & identify weak areas.
  • Coordinate with agencies to protect and safeguard the network during development activities.
  • Ensure data sanity i.e., GIS Mapping, workforce mapping & subscribers mapping at DC/FDH and DP/FAT/NAP Level.

Qualifications: Bachelor's degree in Electrical Engineering, Electronics Engineering or Computer Science from a Higher Education Commission recognized university. Skills in customer relationship management, data analytics, and reporting are required.



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