Commercial Experience Executive (Proactive Pipeline)

Multiple /
JAZZ – Commercial /
As one of the top employers of Pakistan, Jazz strives to employ and retain top talent from all over the country. Keeping this philosophy in mind, we at Jazz would like to build a pipeline of potential and aspiring applicants for the position of Commercial Experience Executive.

Once you apply, you will be kept in consideration for the next three months. In case the said position comes up in that time period, we shall get in touch with you if you are shortlisted.

The locations which we are targeting with this pipeline include are:

Rahim Yar Khan
What the first 30-60-90 days in the job will look like?

-Within 30 days you will:
Attend and graduate from our company-wide on boarding process along with detailed orientation program where you will learn Jazz’s values, business, and products
Meet with the Commercial team to understand the strategy of the function in line with Organization strategy and company road map. Have meetings, with members of other teams to understand how each function at Jazz contributes to the overall success.
Understand the functionality of Commercial experience team and how your role fits into the overall strategy and function. You will learn how to serve our esteemed customers, greet them, develop a basic system understanding, SOP and processes knowledge
Develop in-depth understanding of Jazz philosophy and frameworks
-Within 60 days, you will:
Develop the basic understanding of CRM system and all the portals linked with it.
Develop the confidence and humility required to service our esteemed customers.
Welcome, guide and manage walk-in customers when in the role of Floor Greeter.
Remain updated on all current policies, procedures, promotions, products and up sell value added services offered by the company
Take ownership and ensure timely resolution of customer complaints.
Ensure proper behavior/discipline/grooming/punctuality as per the requirements and image of the company.
-Within 90 days to onwards you will:
Master CRM system and all the portals linked with it.
Manage wait/service time and keep the timelines within the assigned targets.
Take initiatives for process improvement and identify loop holes for increased efficiency.
Coordinate and follow-up with multiple stakeholders for issue resolution.
Understand and implement the customer care policies & procedures in practice and spirit.
Take ownership and ensure timely resolution of customer complaints.
Provide feedback to supervisors on important issues/problems identified by the customers to ensure customer retention

A bit about you:
We are looking for someone has prior experience in a customer services role and is technically savvy with solid negotiation skills for upselling products and handsets. The applicant should be open to work in a customer facing role which includes floor greeting, sales pitch and customer retention. The applicant should have the passion to drive for results, to own initiatives and continuously evolve in line with analysis and feedback. Most importantly he or she should have the ability to work effectively in a pressure and high customer walk-in environment

A bit about us

A brief about your department:
The Commercial Experience team is a sub part of the Regional Operating model lead by the Regional Business Head. The team is focused towards attainment of highest possible quality standards for customer facilitation across the Commercial Experience touch points nationwide

The structure of the team you will join is:
This position will be reporting to the Commercial Experience Manager.

The two (02) main priorities of the team as a whole are:
Holding highest possible quality standards for customer facilitation
Create a culture that supports the transformation agenda by embedding values’ based behaviors in our ways of work

The specific tasks that team was working on in the last 6 months with results.
Customer retention and churn management
Initiatives to improve customer experience and decrease average service time
Maintaining product up sells from the Experience Center.

The three (03) must have past experiences the best candidate should have.
Customer Handling
Stakeholder Management
Sale and Service Expertise
Working at the VEON GROUP demands a high standard of business ethics and adherence to our legal obligations, our values and our Code of Conduct and supporting compliance policies and procedures. Our pioneering spirit is embodied in our values to be customer obsessed, entrepreneurial, innovative, collaborative, and truthful.  Being truthful requires us to act ethically, honestly, and with integrity. 
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