Commercial Experience Supervisor

Karachi, Pakistan
JAZZ – Commercial
Grade: L2
Last Date to Apply: 24th March 2020

As one of the leading employers in the country, Jazz epitomizes the philosophy that each Jazz employee is passionately living a better every day inspired and enabled by visionary leadership, a unique professional culture, a flourishing lifestyle, and continuous learning and development.
Our Team & You
As one of the largest private sector organizations in Pakistan, our objective is to continue to change the lives of our 60 million customers for the better. This is an opportunity for someone who wants to be part of something transformative, someone who can play a critical role in driving our success. Together, we can empower millions more with the tools necessary to progress in an increasingly digital economy. 
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 operate basic systems, understand SOPs and understand the processes and inventory management. You will shadow the Commercial Experience Manager and see how he manages the team.
Develop in-depth understanding of Jazz philosophy and frameworks.

-Within 60 days, you will:
Develop the confidence and humility required to service escalations of our esteemed customers.
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 and escalations.
Ensure proper behavior/discipline/grooming/punctuality as per the requirements and image of the company.
Tale ownership of roster management, finance handling, inventory management, follow-ups and escalations

-Within 90 days to onwards you will:
Manage the center in the Manager’s absence and lead the team with optimism
Deal with irate customers as well as high profile clients and celebrities
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 Manager and Head of Commercial Experience 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 leadership role and is technically savvy with solid convincing skills for handling high profile/irate customers. The applicant should be hands on with Microsoft Office and communicating through emails. Being good with numbers and having prior experience in inventory management will be an added advantage.
We are looking for someone who has excellent communication and interpersonal skills to be able to advocate/defend what is right even if it comes to conflict/disagreement with the management with professionalism, maturity, and a balanced, holistic view of any competing viewpoints.  The applicant should be able to manage the team independently in the customer experience manager’s absence and foster a sense of unity and uniformity among the team members.
A bit about us:
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 in the South region.

The structure of the team you will join is:
You will be reporting to the Commercial Experience Manager and will be deputed at an Experience Center in Karachi. You will have 10 to 12 team members who will be striving with you to facilitate our customer base.

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 two (02) 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

The three (03) must have past experiences the best candidate should have:
Team Management
Stakeholder Management & Communication
Sale and Service Expertise

Essential must have skills:
Customer eccentricity to identify and address process gaps
Communication and presentations skills to make solutions/ideas understandable for respective audience segments
Drive for results to own initiatives and continuously evolve in line with analysis and feedback
Working effectively in a pressure and high customer walk-in environment
Leadership skills backed by a managerial experience
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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