Customer Services Consultant

Description:

Join Vivo Pakistan as a Customer Services Consultant at the Multan Service Center, where you play a vital role as the first point of contact for customers seeking assistance. In this role, you employ your customer relationship management expertise and strong communication skills to deliver exceptional service and ensure maximum customer satisfaction. This position requires a proactive approach to managing inquiries, resolving complaints, and facilitating communication between customers and various departments. While no prior experience is required, a Bachelor’s degree and a keen interest in electronics are essential for success. The role demands a city native who is detail-oriented, patient, and enthusiastic about supporting customer needs in a dynamic service environment. As a Customer Services Consultant, you will not manage a team but will collaborate closely with maintenance engineers, call center teams, and service center management. You consistently maintain high standards of professionalism and contribute to operational efficiency by accurately documenting transactions, tracking service requests, and ensuring a smooth flow of information. Your responsibilities also include maintaining organization and cleanliness consistent with 6S standardization practices to create a welcoming environment for users visiting the service center.

Responsibilities:

• Respond promptly and professionally to all customer telephone inquiries and feedback with enthusiasm and patience, striving to maximize customer satisfaction at all times.
• Identify and report any customer complaints or issues to the Service Center Manager according to established processes, and diligently follow up to ensure effective resolution.
• Conduct follow-up calls with customers to gather feedback, document outcomes accurately, and communicate findings to relevant personnel in a timely manner.
• Warmly welcome and greet customers who visit the service center, receive their mobile devices, and record details in the Customer Relationship Management (CRM) system following 6S standardization procedures.
• Coordinate the handover of mobile phones to maintenance engineers for repair, facilitate the return of repaired devices to customers, and maintain clear communication throughout the repair process.
• Receive mobile devices sent from branch locations, verify models and quantities with senders promptly, and update CRM records accordingly to assign them for maintenance.
• Prepare properly packaged repaired mobile devices for shipment back to branch locations and notify branches about the dispatch through telephone communication.
• Ensure phone calls are answered promptly, with the ringing sound not exceeding three rings before response, to maintain excellent service standards.
• Collaborate effectively with the Call Center team to address customer complaints and feedback, ensuring continuous improvement in service delivery.
• Accurately receive cash payments from customers, maintain meticulous records, and hand over collected amounts to the Service Center Manager at the close of each business day.
• Manage incoming and outgoing courier parcels by documenting details in Excel files, matching records with monthly courier invoices, and confirming accuracy with the Head Office warehouse.
• Complete all tasks assigned by the Service Center Manager, Director, and Management Center with diligence and attention to detail.
• Prepare and submit daily and weekly reports as per departmental requirements to track operations and service outcomes.
• Uphold and maintain 6S standardization practices within the service center to ensure a clean, safe, and organized working environment.
• Exhibit strong organizational skills to handle multiple responsibilities efficiently and ensure smooth workflow throughout daily operations.

Experience

Fresh

Apply By

May 30, 2026

Required Skills

• Customer Relationship Management
• Communication Skills