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Commercial Experience Associate
5 days ago
Location: Pakistan.
Job Summary:The Commercial Experience Associate is a vital member of the commercial experience team, reporting to the Commercial Experience Manager and based at an Experience Center. This role involves interacting with customers, managing customer queries, and ensuring exceptional customer service through seamless experiences.
Duties and Responsibilities:- Welcome walk-in customers, familiarizing them with our services and ensuring their needs are met.
- Utilize our CRM system and related portals to enhance customer interactions and deliver top-notch services.
- Resolve customer inquiries at the experience center by providing exceptional services and resolving issues promptly.
- Maintain high-quality standards for customer facilitation, focusing on customer satisfaction and loyalty.
- Drive product upselling from the experience center by leveraging customer needs and preferences.
- Initiate improvements to customer experience and minimize average wait/service time.
- Develop essential skills to serve valued customers with confidence and humility, adhering to standard procedures.
- Take ownership of customer complaints, ensuring timely resolutions and maintaining transparency throughout the process.
- Manage customer retention and churn, focusing on building strong relationships with customers.
- Coordinate with multiple stakeholders to resolve issues efficiently, ensuring effective communication and collaboration.
- Achieve assigned monthly adherence/service/sales KPIs while staying updated on current policies, procedures, promotions, products, and value-added services offered by Jazz.
- Possess excellent communication and interpersonal skills, enabling effective stakeholder management.
- Effective stakeholder management and communication skills are crucial in this role.
- Strong sales and service expertise is necessary to deliver exceptional customer experiences.
- Proficiency in Microsoft Office and email communication is essential for success in this position.
- Knowledge of telecom products and customer management systems is vital for understanding customer needs and preferences.
- Adept in stakeholder management for action plan closure while maintaining standardization across the board.
Jazz is one of the leading employers in the country, offering a unique professional culture and flourishing lifestyle. Our core values include qualities essential for a positive organizational culture - entrepreneurial and innovative mindsets, professional and interpersonal collaboration, and customer obsession. We strive to change lives for the better, empowering millions more with tools necessary to progress in a digital economy.
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