Telenor Internship – OMT – Customer Care

Telenor


About The Program

Our Open Mind Trainee Program is especially designed to include people with disability (PWDs) at the workplace in order to enhance their employability through skill development, mentoring and comprehensive on-the-job training.

Employment Type: This is a full-time position.

Grade: This is a contractual position, starting with 4-month apprenticeship and then a prospective 8-month traineeship extension (based on performance) at Telenor Pakistan.

Location: This role is based in Islamabad, Pakistan.

Nature of Job: It’s a desk job following Hybrid Model (both on-site & remote).

Benefits: Pick & Drop Facility along with other standard benefits that apply to a contractual position.

Eligibility: All PWDs with physical disabilities, visual, hearing or speech impairments. Kindly attach your Disability certificate/special CNIC while applying along with your CV otherwise your application will not be considered.

The Role

At this position you will be responsible for capturing customer voice from all customer touchpoints (i.e. Call Center, Digital & Physical). You need to ensure that each touchpoint across the customer journey is engaging, efficient, and effective.

Your Tasks Will Include

This position plays an important role in management and improving of customer experience in Telenor Pakistan. While working on this role you will get to:

  • Champion opportunities to consistently Improve experience in Telenor Pakistan
  • Map the customer journey and identify opportunities to proactively intervene on behalf of customers
  • Develop feedback listening mechanism in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement
  • Mapping the service experiences of users and defining how organisations need to change what and how they deliver so it’s more effective
  • Working closely with user researchers to define and communicate people’s needs
  • Identifying how organization can reduce cost of delivery and improve outcomes through re-design of user experience, business processes, and better collaboration across
  • Continually review and evolve the collection of feedback regarding different processes, oversee and organize every interaction between the customer and Telenor Pakistan throughout the lifecycle.
  • Analysing and directing on how organisations need to change to deliver more effective service

Education

What we’re looking for:

  • Masters /Graduation in Business Administration from well reputed university
  • Customer experience certification will be a plus

Essential Skills

  • Stakeholder Coordination and project management
  • Speed, Flexibility & Agility
  • Data Management & Analytics
  • Communication skills – strong ability to communicate, in writing or verbally, in an audience- and business-appropriate manner
  • Management of multiple tasks of varied complexity simultaneously
  • Presentation – ability to present information in a clear and concise manner
  • Negotiating
  • Ability to work independently, or with a diverse group of individuals across various functional areas and organizations
  • Ability to develop, articulate and establish processes which impact cross-functional or department processes
  • Ability to work on cross-functional teams and to prioritize operational needs effectively
  • Proficiency using Microsoft Word, Excel, and PowerPoint
  • Problem solving

Why should you join us at Telenor?

At Telenor Pakistan, we provide you the platform to work in a challenging and rewarding environment to become a skilled professional in your chosen field of interest. As one of the top employers of the country, we enable you to realize your dreams in a collaborative environment of diversity and openness to new mindsets.

As an equal employment opportunity provider, Telenor Pakistan makes all decisions of employment purely based on merit irrespective of race, caste, gender, creed, color, religion, sex, national origin, or disability.

Job Details:

Company: Telenor

Job Type: Full Time

Job Location: Islamabad, Pakistan



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