Commercial Experience Executive

The Commercial Experience Executive is a key member of the commercial experience team based at the Experience Center in Gujranwala, reporting directly to the Commercial Experience Manager. This role is centered on delivering outstanding customer service by managing walk-in customers, addressing their inquiries, and enhancing their overall experience. The position requires a proactive mindset to support customer retention, resolve complaints efficiently, and assist with sales activities, all while upholding high-quality standards and ensuring smooth service delivery.

Key Responsibilities

- Welcome and assist walk-in customers with a friendly and professional demeanor.
- Develop a solid understanding of the CRM system and related portals to support customer interactions.
- Address customer queries promptly to improve their experience at the Experience Center.
- Maintain exceptional quality standards in customer service and facilitation.
- Promote product upselling initiatives within the Experience Center environment.
- Implement strategies aimed at reducing average wait and service times to enhance customer satisfaction.
- Exhibit confidence and humility when serving customers, taking full ownership of their needs.
- Ensure timely resolution of customer complaints, coordinating with relevant stakeholders as needed.
- Proactively manage customer retention efforts and minimize churn.
- Consistently achieve monthly targets related to adherence, service quality, and sales KPIs.
- Stay informed about current company policies, procedures, promotions, products, and value-added services offered by Jazz.

Required Qualifications

- Excellent communication and interpersonal skills for effective engagement with customers and internal stakeholders.
- Strong stakeholder management capabilities combined with clear and effective communication.
- Demonstrated experience in sales and customer service roles.
- Proficiency in Microsoft Office applications and email communication.
- Good knowledge of telecom products and practical experience with customer management systems.
- Ability to coordinate and execute action plans while ensuring process standardization.
- Flexibility to work Experience Center hours as required by business needs to guarantee seamless customer service and daily business closure.

Preferred Qualifications and Benefits

Joining Jazz provides the opportunity to work with one of Pakistan’s leading private sector organizations, renowned for its visionary leadership and distinctive professional culture. Employees enjoy a supportive and inclusive environment that encourages continuous learning and development. Jazz’s core values focus on entrepreneurial thinking, collaboration, and a strong customer-centric approach, fostering a positive workplace culture. Serving over 70 million customers, Jazz offers a dynamic platform for individuals passionate about contributing to the digital economy and making a meaningful impact on millions of lives. This role is ideal for professionals eager to drive success through exceptional customer experience and innovative service delivery.