Commercial Experience Executive

JazzWorld; Peshawar City Tehsil; On-site; PKR 420,000 - 650,000; Full time

Job summary

JazzWorld in Peshawar, Pakistan, seeks a Commercial Experience Executive to welcome walk-ins, guide customers, and manage the onsite experience at our center.

The role emphasizes CRM familiarity, product upsell, resolving complaints, and achieving KPIs while staying updated on current policies, promotions and services.

Qualifications

• Excellent communication and interpersonal skills.
• Stakeholder management and effective communication.
• Sales and service expertise.
• Proficient with Microsoft Office and email communication.
• Telecom product knowledge and customer management systems.
• Strong stakeholder management for action plans while ensuring standardization.

Responsibilities

• Welcome, guide and manage walk-ins from the floor greeting.
• Develops basic understanding of CRM system and linked portals.
• Handles customer queries and improves their experience with exceptional service.
• Maintains highest quality standards for customer facilitation.
• Maintains product upsell from the experience center.
• Initiatives to improve customer experience and reduce wait times.
• Builds confidence and professionalism to serve customers.
• Takes ownership to resolve customer complaints timely.
• Manages customer retention and churn.
• Coordinates with stakeholders for issue resolution.
• Meets monthly adherence/service/sales KPIs.
• Keeps policies, promotions, products and value-added services up to date.

Skills

Communication skills

Interpersonal skills

Sales & services

Microsoft Office

Email communication

Telecom product knowledge

Tools

CRM software

Job description

Title: Commercial Experience Executive

Grade: L1

Location: Peshawar, KPK, Pakistan.

Company: JazzWorld

Deliver exceptional customer experience at our Experience Center

The Commercial Experience Executive is part of the commercial experience team reporting to the Commercial Experience Manager and deputed at an Experience Center.

What you'll own

• Welcome, guide and manage walk-ins from the floor greeting.
• Develops the basic understanding of CRM system and all the portals linked with it.
• Handles customer queries at the experience center and improves their experience by providing exceptional services.
• Holds the highest possible quality standards for customer facilitation.
• Maintains the product upsell from the experience center.
• Initiatives to improve customer experience and ensure minimum average wait/service time.
• Develops the sureness and self-effacement required to serve our valued customers.
• Takes ownership and ensure timely resolution of customer complaints.
• Customer retention and churn management.
• Coordinates and follow up with multiple stakeholders for issue resolution.
• Ensures to achieve assigned monthly adherence/service/sales KPIs.
• Remains updated on current policies, procedures, promotions, products and value-added services offered by Jazz.

What success looks like

• Walk-ins are welcomed, guided and managed, and customer queries are handled with exceptional service and the highest quality standards.
• Product upsell is maintained, customer experience initiatives reduce average wait/service time, and assigned monthly adherence/service/sales KPIs are achieved.
• Customer complaints are resolved timely, retention and churn are managed, and stakeholders are coordinated for issue resolution.
• CRM systems and portals are understood, and current policies, procedures, promotions, products and value-added services are kept up to date.

You may be a strong fit if you:

• Have excellent communication skills and interpersonal skills.
• Stakeholder management & effective communication skills.
• An individual with good Sale and services expertise.
• Hands on with Microsoft office and communicating through emails.
• The individual should have the telecom product knowledge and hands-on expertise in customer management systems.
• Adept in stakeholder management for the closure of respective action plans while ensuring standardization across the board.

Benefits

JazzWorld is building Pakistan's next-generation digital services platform.

Here, you will build products and solutions that solve real problems at national scale. The reach of Jazz Telco, combined with shared capabilities across connectivity, transactions and identity, gives builders the power to take an idea from zero to tens of millions.

You will not simply run what already exists. You will create what comes next—turning ambitious ideas into products, products into businesses and businesses into category leaders.

Build. Scale. Learn. Repeat.

As a certified Top Employer, JazzWorld is committed to global workplace standards and an inclusive environment where diverse talent can thrive and perform at their best.