Commercial Experience Executive

The Commercial Experience Executive is a key member of the commercial experience team, reporting to the Commercial Experience Manager and based at the Experience Center in Gujranwala. This role is centered on delivering outstanding customer service by managing walk-in customers, addressing their queries, and enhancing their overall experience. The position demands a proactive attitude toward customer facilitation, product upselling, and complaint resolution while maintaining high standards and achieving key performance indicators. Flexibility in working hours is essential to ensure consistent service aligned with business needs.

Key Responsibilities
- Welcome and assist walk-in customers with a warm, professional approach.
- Gain a foundational understanding of the CRM system and related portals.
- Manage customer inquiries at the Experience Center, ensuring a superior service experience.
- Maintain the highest quality standards in customer facilitation and support.
- Promote product upselling initiatives within the Experience Center.
- Implement strategies to improve customer experience by reducing average wait and service times.
- Demonstrate confidence and humility in serving customers effectively.
- Take ownership of customer complaints and ensure their timely resolution.
- Focus on customer retention and effectively manage churn.
- Coordinate and follow up with multiple stakeholders to resolve issues promptly.
- Meet assigned monthly adherence, service, and sales KPIs.
- Stay updated on company policies, procedures, promotions, products, and value-added services offered by Jazz.

Required Qualifications
- Excellent communication and interpersonal skills.
- Strong stakeholder management and effective communication abilities.
- Proven expertise in sales and customer service.
- Proficiency in Microsoft Office and email communication.
- Knowledge of telecom products and hands-on experience with customer management systems.
- Ability to manage stakeholders to ensure closure of action plans while maintaining standardization.
- Flexibility to work varied hours according to business requirements to ensure exceptional customer service and business continuity.

Preferred Qualifications and Benefits
Joining Jazz means becoming part of one of Pakistan’s leading employers, renowned for visionary leadership and a unique professional culture. Employees enjoy a flourishing lifestyle supported by continuous learning and development opportunities. Jazz fosters a positive organizational culture rooted in entrepreneurial and innovative thinking, professional collaboration, and a strong customer-centric approach. As one of the largest private sector organizations in the country, Jazz is committed to transforming the lives of over 70 million customers by empowering them with tools to thrive in a digital economy. This role offers the opportunity to contribute to a transformative journey and play a critical part in the company’s ongoing success.

Jazz is an equal-opportunity employer that values diversity and is dedicated to creating an inclusive environment for all employees.