Executive Customer Operations

1 week ago

Karachi, Sindh, Pakistan PTCLal Full time 800,000 - 1,200,000 per year

ARE YOU READY TO RISE WITH PTCL GROUP

With our unwavering #ReadyToRise mindset, we have been recognized as an award-winning BEST PLACE TO WORK in the Telecom and Technology sector in Pakistan.

We are not just industry leaders; we are redefining excellence with groundbreaking solutions. PTCL Group stands out in the technology industry with its commitment to high-end innovation and leading the way in delivering integrated ICT and Cellular Network services in Pakistan, all rooted in our journey of Culture Transformation & Change Management.

PTCL Group actively cultivates an inclusive & diverse culture that values and uplifts every individual, regardless of their gender, social background, religion, belief, or disability.

PTCL Group Vision & Values:

With a clear vision to become the largest technology player and the national champion driving the digital transformation of Pakistan, PTCL Group is guided by a set of our unified core values:

· Be Resilient

· Think Big

· Win Every Battle

· Value Success.

IN THIS ROLE YOU WILL

To oversee customer service excellence by leading team operations, optimizing service KPIs, resolving critical customer issues, fostering cross-departmental collaboration, and driving continuous service improvement through data-driven insights.

HOW CAN YOU EXPRESS YOUR TALENT

  • Lead daily customer service operations to maintain high performance and compliance with service standards
  • Track and improve KPIs including response time, resolution time and customer satisfaction metrics
  • Resolve escalated customer complaints using solution-focused approaches
  • Coordinate cross-functional collaboration with sales, technical and store teams for seamless customer experiences
  • Analyze and report on service performance to drive continuous improvement

WHAT YOU NEED TO BE SUCCESSFUL

Qualification:

  • BE/BE/BSc. Engineering or Business Administration

Competencies:

  • FTTH, GPON, fixed networks, CRM & Ticketing Tools, KPI management
  • Data analysis, report generation, strong verbal/written communication
  • Good operational knowledge

PTCL Group's family-centric policies, offering 6-month maternity and 30-day paternity leave, along with a hybrid work model, redefine the workplace for a balanced and fulfilling career.

#ExpressYourTalent #ReadyToRise #TayyarHo

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