Grade Level: 1

Location: Islamabad

Last date to apply: 26th August, 2026

What is ‘Specialist Communication – CX’?

The Specialist Communication – CX serves as the voice of Jazz in written communication with customers. This role ensures that every customer’s email or digital query is acknowledged, understood, and resolved with accuracy, empathy, and brand-aligned tone. The position plays a critical role in upholding Jazz’s commitment to a seamless customer experience through professional, timely, and effective written correspondence.

This specialist ensures that all customer interactions via email and written channels reflect Jazz’s customer-first philosophy, reinforce trust, and help drive satisfaction and retention.

What does ‘Specialist Communication – CX’ do?

Key Responsibilities:

Manage and respond to customer emails received through official CX communication channels within defined SLAs.

Ensure performance as per the Service Level Agreements and assigned Key Performance Indicators.

Analyze each customer’s query or complaint to identify the root cause and ensure accurate resolution in collaboration with relevant departments.

Maintain a professional and empathetic tone in all written communication, ensuring alignment with Jazz’s brand language and communication standards.

Ensure complete ownership of customer cases from acknowledgment to closure while maintaining high first-contact resolution (FCR).

Identify recurring issues or communication trends and escalate them to the Team Lead for process improvement.

Ensure effective and efficient communication with front and backend teams in order to quickly handle customers’ issues.

Maintain updated knowledge of Jazz products, services, policies, and promotions to provide precise and up-to-date responses.

Ensure compliance with data privacy, confidentiality, and regulatory requirements in all customer interactions.

Key Deliverables:

·       Timely and quality resolution of customer emails.

·       Adherence to tone and communication standards.

Jazz is an equal opportunity employer. We celebrate, support, and thrive on diversity and are committed to creating an inclusive environment for all employees.

Requirements

·       Bachelor’s degree (preferably in Business, Communications, or related field).

·       1–3 years of experience in customer service, preferably in digital or written communication roles.

·       Excellent written English and Urdu communication skills with attention to detail.

·       Strong analytical and problem-solving abilities.

·       Customer-centric mindset with empathy and patience.

·       Ability to multitask, prioritize, and work effectively under deadlines.

Benefits

As one of the leading employers in the country, Jazz epitomizes the philosophy that each Jazz employee is passionately living a better every day inspired and enabled by visionary leadership, a unique professional culture, a flourishing lifestyle, and continuous learning and development.

Our core values include qualities essential for a positive organizational culture - truthfully guiding entrepreneurial and innovative mindsets, harnessing professional and interpersonal collaboration, and fostering across-the-board customer obsession.

As one of the largest private sector organizations in Pakistan, our objective is to continue to change the lives of our 73 million customers for the better. This is an opportunity for someone who wants to be part of something transformative, someone who can play a critical role in driving our success. Together, we can empower millions more with the tools necessary to progress in an increasingly digital economy.