Customer Engagement Specialist

5 days ago


Multan, Punjab, Pakistan Veon Group Full time

Role Overview

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This role plays a critical part in delivering exceptional customer experiences and driving business growth. The Commercial Experience Executive reports to the Commercial Experience Manager and is stationed at an Experience Center.

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Responsibilities include welcoming, guiding, and managing walk-in customers from the floor greeting, developing a basic understanding of the CRM system and all linked portals, handling customer queries at the experience center, and enhancing their experience through exceptional service delivery.

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Other responsibilities include maintaining high-quality standards for customer facilitation, managing product upselling from the experience center, initiating improvements to customer experience, and ensuring minimal average wait/service time.

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This role also requires taking ownership and ensuring timely resolution of customer complaints, managing customer retention and churn, coordinating with multiple stakeholders for issue resolution, and ensuring achievement of assigned monthly adherence/service/sales Key Performance Indicators (KPIs).

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Key Responsibilities:

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  1. ">
  2. Develop a basic understanding of the CRM system and all linked portals.">
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Additionally, this role involves maintaining high-quality standards for customer facilitation, managing product upselling from the experience center, and ensuring achievement of assigned monthly adherence/service/sales Key Performance Indicators (KPIs).

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The ideal candidate will possess excellent communication and interpersonal skills, good sales and service expertise, proficiency in Microsoft Office and email communication, telecom product knowledge, and hands-on expertise in customer management systems.

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Adept stakeholder management for closure of respective action plans while ensuring standardization across the board is also essential.

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Why Choose Us?

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We offer a collaborative and dynamic work environment that fosters innovation and creativity. Our team is passionate about delivering exceptional customer experiences and driving business growth.

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This role offers an opportunity to be part of a fast-paced and rewarding team, working closely with colleagues to achieve common goals.



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