Executive Customer Operations

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 natural 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 ensure effective installation and service operations within the assigned territory by achieving defined KPIs, improving network performance and stability, enhancing customer satisfaction, increasing fixed broadband conversions, and reducing service complaints through proactive issue resolution and coordination.

HOW CAN YOU EXPRESS YOUR TALENT

• Ensure achievement of installation and service KPIs across the assigned territory, including MTTR, MTTP, CHI, and quality of installation, while monitoring timely rectification of customer issues.
• Drive customer satisfaction and business growth by meeting assigned targets and maintaining high service quality standards.
• Plan and execute network optimization, expansion, and rehabilitation activities to improve network performance and service availability.
• Coordinate with internal stakeholders to ensure seamless service delivery and resolution of operational issues impacting customers.
• Ensure accurate and timely data updation of all network elements to support effective monitoring, reporting, and decision-making.
• Monitor network performance indicators such as OSR, network stability, customer satisfaction, and CHI, and take corrective actions where required.
• Contribute to reduction in service requests and complaints (SR/WC) through proactive network and service improvements.

WHAT YOU NEED TO BE SUCCESSFUL

• Bachelor in Electrical/Telecommunications Engineering or related field.

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.