Experience Center Manager

3 days ago


Faisalabad City Tehsil, Pakistan Veon Group Full time
Job Title: Experience Center Manager

The role of an Experience Center Manager at Veon Group involves overseeing the commercial experience team, reporting to the Commercial Experience Manager, and managing the overall operations of the Experience Center. As a key leader in this team, your primary responsibility will be to coordinate and follow up with multiple stakeholders for issue resolution.

Key Responsibilities:
  • Welcome and manage walk-ins from the floor greeting.
  • Develop a basic understanding of the CRM system and all the portals linked with it.
  • Handle customer queries at the experience center and improve their experience by providing exceptional services.
  • Maintain product upsell from the experience center.
  • Initiate improvements in customer experience and ensure minimum average wait/service time.
  • Develop the confidence and humility required to serve our valued customers.
  • Take ownership and ensure timely resolution of customer complaints.
  • Manage customer retention and churn.
  • Coordinate and follow up with multiple stakeholders for issue resolution.
  • Earn achievement of assigned monthly adherence/service/sales KPIs.
Requirements:
  • Excellent communication and interpersonal skills.
  • Good sales and service expertise.
  • Proficient in Microsoft Office.
  • Telecom product knowledge and hands-on expertise in customer management systems.
About Veon Group:

We are one of the leading employers in the country, epitomizing the philosophy that each 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 customer obsession.

We aim to continue changing the lives of our 70 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.



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