Customer Experience Officer Telenor Pakistan 7 November 2019
telenor
Pakistan, Islamabad
2d ago

Why should you join Telenor

At Telenor Pakistan, we give you the opportunity to become a skilled professional in your chosen field of interest. Being rated as the top employer of the country, we enable you to realize your dreams in an environment of diversity and openness to new mindsets.

The Digital Products team operates like a startup within Telenor with the ambition of become a standalone organization in the future.

This gives rise to tremendous opportunities for growth and learning. If you like to wear multiple hats, put up your hand and be counted and get stuff done at the end of the day then this is the role for you in an exciting set up.

Get the best of both worlds, a fast-paced startup culture environment with the stability and culture of Telenor

Goals

  • Responsible for leading & driving Customer Experience agenda in Digital Division
  • Strategic action planning for improving Digital Products experience at all customer touch points (contact center, walk in center, franchise, relationship executives etc.)
  • Extensive collaboration with Customer Care Teams in the interest of making it easier for the customers
  • Customers Issue Resolution with speed & precision
  • Strong / rigorous follow-up with the Product Teams for fixing customer pain points
  • Work with Product Teams for increasing product engagement which in turn impacts revenue
  • Your Typical day at work

  • Customer Journey Fixtures identification through call listening, complaints & data deep dive etc
  • Learnings from issues are made part of a processes so other customers don’t face the same problems
  • Coming up with strategies to achieve call volume reduction targets & getting them executed through the Product Teams
  • Working closely with Customer Care team towards call center empowerment initiatives
  • Providing end resolution to customers in a simple and speedy manner for our gaming, content & Agri products
  • Keeping complaint handling documents updated & redesigning them keeping customer ease in mind
  • Monthly visit to call center for Digital products process updates communication
  • Daily reporting of customer complaint volume
  • Regular on call interaction with Telenor customers for issue resolution
  • Carrying out product feedback related calls with customers
  • Assisting with customer data privacy tasks
  • Education :

  • Bachelor’s or Master’s degree from an accredited university
  • Work experience / Skills

  • Foundation level experience in similar domains would be preferred
  • Relevant Internship experience with Telenor Pakistan will be given preference
  • Potential Career Path

  • Roles on Digital Products side
  • Similar customer experience roles in Commercial, Business Division
  • Functional Skills / Knowledge Areas

  • Customer focused i.e. strong ownership & passion towards solving customer problems with speed
  • Go getter with strong follow up
  • Works well under strict timelines
  • Self-driven and flexible
  • Ability to influence others
  • Fail fast & rapid experimentation way of work
  • Excellent communication skills (Listening, Speaking, Reading & Writing) in (English / Urdu)
  • MS Office (Excel, PowerPoint, Word)
  • Know-how of Proto.io, Invision & Moqups would be an added skill
  • Apply
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