Customer Service Representative - TJ / 1843306

Our client Vivo Pakistan is looking for a Customer Service Representative in Sargodha The ideal candidate for this role possesses at least one year of relevant experience and demonstrates strong conflict resolution and active listening skills. The consultant must be diligent in documenting all customer interactions, following established complaint reporting procedures, and conducting follow\-up communications to guarantee timely resolution of customer issues. Through patient engagement and clear communication, the Customer Service Consultant fosters trust and loyalty among the customer base, contributing directly to Vivo Pakistan's reputation for quality and dependable service. The role also requires excellent organizational skills to handle multiple tasks efficiently and maintain professional responsiveness at all times. **Responsibilities** * Respond to all customer telephone inquiries and feedback with enthusiasm and patience, focusing on maximizing customer satisfaction. * Provide clear, polite, and professional answers to customer questions to ensure complete understanding and support. * Report customer complaints and issues promptly to management, adhering to company protocols and monitor resolution progress. * Conduct follow\-up calls to customers, accurately documenting the outcomes for reliable record\-keeping and status tracking. * Communicate any issues found during follow\-up calls to relevant team members, ensuring prompt and effective resolution. * Relay detailed information from telephone consultations to customer service center staff to facilitate appropriate responses. * Greet customers visiting the service center warmly and efficiently manage the intake and documentation of their mobile devices. * Coordinate the handover of mobile phones to maintenance engineers for repair and assist customers when collecting repaired items. * Receive mobile devices sent from branches, verify the models and quantities, and enter the details accurately into the customer service management system. * Assign repaired devices to maintenance engineers and monitor repair progress to maintain timely turnaround and service reliability. * Package repaired mobile phones carefully for return shipment to branches and notify the relevant locations promptly once dispatched. * Answer incoming calls promptly, maintaining professional responsiveness by ensuring the phone rings no more than three times before answering. * Maintain full attendance and coverage during scheduled shifts, arranging immediate replacements in the event of any emergency absence to avoid unattended posts. * Maintain comprehensive knowledge of Vivo products to deliver accurate information and expert support to customers. * Employ active listening skills to fully understand customer concerns and communicate effectively to resolve their issues. * Apply conflict resolution techniques to manage dissatisfied customers calmly and work toward positive outcomes. * Document every customer interaction and action taken meticulously within the management system to ensure accountability and easy reference.