Campaign & Retention Specialist (Mat Cover)

Job Description

Grade Level: ContractualLocation: Lahore Last date to apply: 10 Sep 2023 What is Campaign & Retention Specialist?The Campaign & Retention specialists are key drivers of Jazz Business domain. The main role is to enrich customer life by adding value through providing timely problem resolution and query handling of assigned portfolio and to stabilize and generate revenue in these accounts introduce digital service platform JBW, enterprise solutions, Value added products through cross sell and upsell activities and decrease churn and generate new business growth opportunities in existing customers which ultimately enhance customer experience and life.In addition to the above the position also looks after assigned campaign of major channel of BHL tagged customer base by conducting upsell/cross sell activities and maintaining churn of BHL base.The key role is to enhance customer life by adding value to stabilize and generate revenue through assigned campaigns against BHL accounts (companies), introduce enterprise solutions, JBW portal, Value added products (Data/Voice Bolton) through cross sell and upsell activities.The role reports directly to the Stream Head Campaign & Retention with an extended team of 10 team members.What does Campaign & Retention Specialist do?Key responsibilities

• Actively call all contact levels of tagged customer and keep healthy relationship for enhanced customer experience and life with Jazz Biz.
• Responsible to manage KPI?s i.e. New-sale/Upsell of Bolton product for revenue growth.
• Data products upselling, Number porting out & churn management of tagged & BHL tagged base to reduce the churn number and achieve assigned KPI target of retention and Winback of churned base through assigned campaigns.
• Create and support client retention and Winback strategies for existing Tagged & BHL customer base.
• Ensure that customer experience and services are up to the mark and at optimum level with 100% customer satisfaction with the subscribed products and services.
• Proficiently handle new on boarded customers through welcome call and provide them walk through of jazz business products and post-sale service journey of jazz business customer touch points, digital touch points along with policies and procedures for smooth service continuation.
• Enabling the customers by providing the information regarding value added, enterprise product, digital service platform JBW & promotions by cross-selling & up-selling through assigned campaigns.
• Maintain current functional and technical knowledge of the entire Jazz Business product line to offer to the customer for cross sell/upsell.
• Carrying out client satisfaction surveys and reviews and sharing the voice of customer and market pulse with Jazz Business management
• Act as the liaison between the customer and other Jazz business departments within Jazz Business domain for customer queries and resolve areas of concern as raised by customers.
• Work closely and provide timely support to Jazz Business Sales team to maintain account and develop detailed client profiles as per business requirement.

Key Deliverables

• Enabling the customers by providing the information regarding value added, enterprise product, digital service platform JBW & promotions by cross-selling & up-selling through assigned campaigns.
• Maintain current functional and technical knowledge of the entire Jazz Business product line to offer to the customer for cross sell/upsell.
• Carrying out client satisfaction surveys and reviews and sharing the voice of customer and market pulse with Jazz Business management
• Act as the liaison between the customer and other Jazz business departments within Jazz Business domain for customer queries and resolve areas of concern as raised by customers.
• Work closely and provide timely support to Jazz Business Sales team to maintain account and develop detailed client profiles as per business requirement.

Jazz is an equal opportunity employer. We celebrate, support, and thrive on diversity and are committed to creating an inclusive environment for all employees.

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