Customer Service Officer

Customer Interaction & Issue Resolution

• Greet and assist walk-in customers professionally at Jazz Experience Centers / franchise outlets.
• Respond to customer queries, complaints, and service requests via phone, email, or CRM tools.
• Provide accurate information on Jazz products, services, packages, and promotions.
• Resolve issues related to SIM activation, billing, service disruptions, account queries, and product support.

Service Processing & Documentation

• Perform SIM-related services (activations, replacements, upgrades, etc.) using internal Jazz systems (e.g., DBBS/CRM).
• Maintain accurate customer records, log interactions, and document case details.
• Follow up on escalated cases and ensure end-to-end resolution.

Communication & Coordination

• Communicate effectively with back-end teams (technical support, network ops, billing) to resolve customer issues.
• Provide feedback from customers to internal teams for service improvement.

Performance & Quality Standards

• Meet service level agreements (SLAs) and key performance indicators (KPIs) for customer satisfaction, response time, and resolution quality.
• Maintain professional, empathetic communication that aligns with Jazz’s brand standards in all interactions.

Qualifications & Skills

• Education: Minimum high school diploma; Bachelor’s degree in Business, Communications, or related field preferred for corporate roles.
• Experience: 1–2 years of customer service experience, ideally in telecom or contact center environments (can vary by franchise vs. corporate role).
• Skills:
• Excellent verbal and written communication
• Strong problem-solving and interpersonal skills
• Ability to handle difficult situations calmly and professionally
• Proficiency with CRM systems and basic computer tools (MS Office)

KPIs (Typical Performance Metrics)

• Customer satisfaction and service quality scores
• First contact resolution and follow-up efficiency
• Average response and handling times
• Accuracy of documentation and data entry

Job Type: Full-time

Pay: From Rs12,000.00 per month

Work Location: In person