Customer Services Consultant (Faisalabad)

Description

The Customer Services Consultant at Vivo Pakistan in Faisalabad serves as the first point of contact for customers, providing exceptional assistance and support regarding mobile device issues. This role requires a dedicated professional who can handle telephone inquiries with enthusiasm, patience, and professionalism to maximize customer satisfaction. The consultant ensures that customer complaints and queries are reported, followed up on, and resolved efficiently by coordinating with relevant departments. The position involves direct customer engagement by warmly greeting walk-in customers, facilitating repair processes with maintenance engineers, and managing the logistics of mobile devices sent between branches and service centers. This role demands exceptional communication skills, conflict resolution, and thorough knowledge of customer relationship management practices. The Customer Services Consultant does not manage a team but works collaboratively within the customer service center to ensure seamless service delivery. The consultant must maintain strict adherence to service protocols, including timely responses and accurate documentation, to uphold Vivo Pakistan’s reputation for quality and reliability in customer service.

Responsibilities

• Respond promptly and politely to all customer telephone inquiries and feedback with enthusiasm and patience.
• Ensure professional communication to maximize customer satisfaction during each interaction.
• Report customer complaints and issues to the manager following the proper process, and track their resolution progress.
• Conduct follow-up calls with customers to gather feedback and accurately record the outcomes.
• Communicate any problems identified during follow-up calls to the relevant personnel and monitor the resolution status.
• Relay customer telephone consultations to appropriate members of the customer service center promptly.
• Warmly welcome customers visiting the service center, receive their mobile devices, and facilitate a smooth handover to maintenance engineers for repair.
• Coordinate with maintenance engineers to ensure repaired devices are returned to customers appropriately and complete the handover and farewell process.
• Receive mailed mobile phones from branches, verify the model and quantity with the sender, and log details into the customer service management system for maintenance.
• Package repaired mobile phones securely and arrange mailing back to the respective branches while informing branch staff of shipment details by phone.
• Adhere to service protocols by ensuring that phone calls are answered within three rings and that no shifts or posts remain vacant without appropriate temporary coverage.
• Maintain accurate records of all customer interactions, repairs, and shipments to ensure transparency and accountability.
• Collaborate with colleagues across departments to guarantee timely problem-solving and continuous improvement in customer service delivery.

Experience

Fresh

Apply By

Oct 25, 2026

Required Skills

• Customer Relationship Management
• Communication Skills
• Conflict Resolution
• Problem reporting
• Customer Follow-up

Nice to Have Skills

• Telephone Etiquette
• Data Entry