Customer Experience & CRM Specialist

JazzWorld; Karachi Division; On-site; PKR 391,000 - 614,000; Full time

Job summary

Jazz is seeking a Commercial Experience Executive to join the Experience Center in Karachi, Sindh, Pakistan. You will greet walk-ins, guide customers, and ensure high-quality service while supporting CRM and related portals.

The role emphasizes customer satisfaction, upselling, and achieving KPIs in a dynamic telecom environment, with a focus on efficient issue resolution and stakeholder coordination.

Qualifications

• Excellent communication and interpersonal skills.
• Stakeholder management & effective communication.
• Strong sales and services expertise.
• Proficient in Microsoft Office and email communication.
• Telecom product knowledge and hands-on experience with customer management systems.
• Skilled in stakeholder management to close action plans with standardization.

Responsibilities

• Welcomes, guides and manages walk-in 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 the Jazz.

Skills

Excellent communication

Stakeholder management

Sales and services

MS Office & email

Telecom product knowledge

Action-plan governance

Job description

Jazz is seeking a Commercial Experience Executive to join the Experience Center in Karachi, Sindh, Pakistan. You will greet walk-ins, guide customers, and ensure high-quality service while supporting CRM and related portals.

The role emphasizes customer satisfaction, upselling, and achieving KPIs in a dynamic telecom environment, with a focus on efficient issue resolution and stakeholder coordination.