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 in the 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. You will have 10 to 12 peers 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
Maintaining product up sells from the Experience Center.
The three (03) must have past experiences the best candidate should have.
Customer Handling
Stakeholder Management & Communication
Sale and Service Expertise
The two (02) must have technologies the candidate should have:
Microsoft Office
Hands on with basic computer know how and internet
Essential skills must have:
Customer centricity 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
Ability to work effectively in a pressure and high customer walk-in environment
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