Commercial Experience Executive

The Commercial Experience Executive is a key member of the commercial experience team, based at the Experience Center in Gujranwala and reporting to the Commercial Experience Manager. This role focuses on engaging with customers visiting the center, addressing their inquiries, and enhancing their overall experience through exceptional service delivery. The position requires a proactive attitude toward customer facilitation, product upselling, and complaint management, ensuring that service standards remain high and operations run smoothly. Additionally, the executive collaborates with various stakeholders to resolve issues efficiently and consistently meets monthly performance targets.

Key Responsibilities

- Welcome and assist walk-in customers with a warm, professional approach.
- Gain a solid understanding of the CRM system and related portals.
- Address customer queries promptly to improve their experience at the center.
- Uphold the highest standards of customer facilitation and service quality.
- Promote product upselling initiatives within the Experience Center.
- Implement strategies to enhance customer experience while reducing wait and service times.
- Exhibit confidence and humility when interacting with customers.
- Take full ownership of customer complaints and ensure timely resolution.
- Effectively manage customer retention and minimize churn.
- Coordinate and follow up with multiple stakeholders to resolve issues.
- Achieve or surpass monthly KPIs related to adherence, service, and sales.
- Stay informed about company policies, procedures, promotions, products, and value-added services.

Required Qualifications

- Strong communication and interpersonal skills.
- Effective stakeholder management and communication abilities.
- Demonstrated expertise in sales and customer service.
- Proficiency in Microsoft Office applications and email communication.
- Knowledge of telecom products and hands-on experience with customer management systems.
- Ability to manage stakeholders to ensure timely closure of action plans while maintaining standardization.
- Flexibility to work Experience Center hours as required to support seamless customer service and daily business closure.

Preferred Qualifications and Benefits

Joining Jazz offers the opportunity to be part of one of Pakistan’s leading employers, recognized for visionary leadership and a distinctive professional culture. Employees are encouraged to pursue continuous learning and development, fostering an environment that supports entrepreneurial thinking, innovation, and collaboration. Jazz is committed to a customer-centric approach and serves over 70 million customers, providing a dynamic workplace where employees can contribute to empowering millions within the digital economy. The company values diversity and inclusion, creating a supportive environment where all employees can thrive.

This role is ideal for individuals looking to make a meaningful impact in a fast-paced, evolving industry while advancing their careers in customer experience and commercial operations.