Customer Service Representative - TJ / 1835772

Our client Vivo Pakistan is looking for a Customer Service Representative in Rahimyar Khan At Vivo Pakistan, the Customer Service Consultant plays a vital role in enhancing customer experience through effective communication and problem\-solving. This position requires addressing customer inquiries and feedback with enthusiasm, patience, and professionalism while ensuring maximum satisfaction. The consultant handles telephone calls, greets customers at the service center, and manages mobile device repairs and returns with accuracy and care. Attention to detail and timely coordination with maintenance engineers and other departments is essential to maintain smooth service operations. This role demands strong conflict resolution skills, active listening abilities, and in\-depth product knowledge to resolve complaints and inquiries efficiently. The ideal candidate has at least one year of relevant experience and demonstrates a commitment to clear and polite communication. The consultant does not manage a team but must adhere strictly to shift schedules and maintain a professional environment at all times. Responsibilities include following established processes for complaint reporting, follow\-up calls, and managing service reception and dispatch. This role requires a customer\-focused mindset, timely action, and excellent organizational skills to ensure that customer issues are tracked and resolved promptly, fostering trust and loyalty to the Vivo brand. **Responsibilities** * Respond enthusiastically and patiently to all customer telephone inquiries and feedback, aiming to maximize customer satisfaction. * Provide timely, polite, and professional answers to customer questions, ensuring clear communication and understanding. * Report complaints and issues to the manager promptly following company processes and track resolution progress until fully resolved. * Perform follow\-up calls to customers, documenting outcomes accurately to maintain reliable records. * Communicate issues identified during follow\-up calls to appropriate team members and oversee timely resolution. * Relay customer telephone consultations to the relevant customer service center staff to facilitate appropriate responses. * Warmly welcome customers visiting the service center and manage the intake of their mobile devices efficiently. * Coordinate with maintenance engineers by handing over mobile phones for repair and completing the handover with customers upon repair completion. * Receive mobile devices mailed from branches, verify model and quantity with the sender, and record the devices in the customer service management system. * Assign repaired devices to maintenance engineers and monitor repair progress to ensure timely turnaround. * Package repaired mobile phones carefully and arrange their return shipment to branches, notifying them promptly upon dispatch. * Answer incoming calls promptly, ensuring the phone rings no more than three times to maintain professional responsiveness. * Maintain full attendance during scheduled shifts and ensure no posts are left unattended; arrange replacements immediately in case of any emergency absenteeism. * Maintain a thorough knowledge of Vivo products to provide accurate information and support to customers. * Use active listening skills to understand customer concerns fully and communicate effectively to resolve issues. * Apply conflict resolution techniques to handle dissatisfied customers calmly and achieve positive outcomes. * Document all customer interactions and actions taken within the management system for accountability and reference.