Lahore

Communication Executive


Job title: Communication Executive

Company: VEON

Job description: Communication Executive

Lahore, Pakistan /

JAZZ – Customer Experience Management /

Full-time

Grade: L1

Last Date to Apply: 22nd November 2020

As one of the top 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 63 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 Communication Unit team in order to understand the strategy of the function in line with organization strategy and company road map. Fully understand the functions in customer experience as well as with-in Communication Unit & start getting a complete grip on assigned tasks. Have meetings/shadowing with team members in order to understand how each function in communication unit (emails, social media etc.) operates and contributes to the overall Jazz success. Understand the functionality of Communication Unit and how your role fits into the overall strategy and function. You will understand Business SOPs & processes, who are the stake holders, get aligned to the ongoing tasks, projects, CRM and deliverables. Develop in-depth understanding of Jazz philosophy and frameworks. Ensure that activities are handled within defined KPIs according to agreed standard operating procedures

-Within 60 days, you will:

Meet the defined KPIs

Exhibit Jazz values in totality on daily basis

To follow up escalated/disputed cases in order to provide end to end resolution

Coordinate closely with Team lead on day to day task for continuous improvement and business value additions

To adopt ‘Own & Resolve’ strategy on daily basis

Along with routine assigned tasks, do root cause analysis of activities/complaints and coordinate with Team lead to resolve them permanently

-Within 90 days to onwards you will:

Master CRM system and all linked portals

Ensure performance as per the Service Level Agreements and assigned Key Performance Indicators

Ensure continuous process improvement

Identify improvement areas and come up with concrete proposal/plans and discuss with Team Lead/Manager

Ensure effective and efficient communication with front and backend teams in order to quickly handle customers’ issues.

Revise and/or formulate existing policies to improve customer experience further

Take ownership and ensure timely resolution of customer complaints.

A bit about you:

We are looking for someone who has prior experience in a communication role (not mandatory) and is social media savvy with solid customer handling skills. Should have hand on with Microsoft Office and must be communicating customers through emails previously. Excellent verbal/written English communication and interpersonal skills and should have ability to communicate with customers in a highly effective way and able to say “what is right” in a right way, even if it comes to conflict/disagreement with customer. Must have customer experience enhancement skills and techniques to do so. Have entrepreneurial approach, team player and should have basic IQ skills. The ideal candidate must be open to work in shifts.

A bit about us

A brief about your department:

Communication Team is a part of the Customer Experience Team and is responsible to handle all requests and complaints received via customer care email address.

The structure of the team you will join is:

You will be reporting to the Team Lead Communication and will be based in Lahore. You will have approx. 20 colleagues who will be working with you to facilitate our customer base.

The two (02) main priorities of the team as a whole are:

Effective and timely handling/completion of all requests and complaints received via customer care channels.

Highest possible quality standards for customer satisfaction

The two (02) specific tasks that team was working on in the last 6 months with results.

Email response quality with the help of training and quality teams

Meet defined TAT for best customer experience

The three (03) must have past experiences the best candidate should have.

Prior experience in a correspondence/communication unit department is preferred

Should have hand on with Microsoft Office and have experience of communicating customers via emails

Excellent verbal/written English communication skills

The two (02) must have technologies the candidate should have:

Microsoft Office

Know-how of telecom industry with a sound knowledge of social media platforms

Essential skills must have:

Excellent communication skills

Customer experience enhancement skills

Strong analytical/problem solving skills

Excellent time management skills

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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Expected salary:

Location: Lahore, Punjab

Job date: Wed, 18 Nov 2020 05:54:32 GMT

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