Customer Services Consultant (Islamabad)

Description

Vivo Pakistan is seeking a dedicated Customer Services Consultant for its Islamabad location to provide exceptional support to customers and ensure a smooth service experience. This role involves professionally handling customer inquiries, managing complaint resolutions, and maintaining accurate records of all customer interactions. The consultant will work closely with maintenance teams and the Call Center to coordinate timely problem-solving while upholding the company’s 6S standardization in the service center environment. This position does not involve managing a team but requires excellent coordination and communication skills to facilitate seamless operations. The ideal candidate must be responsive and empathetic in addressing user concerns, skilled in recording and tracking service requests, and adept at following through on inquiries to ensure customer satisfaction. Responsibilities also include handling financial transactions, organizing courier logistics, and preparing detailed daily and weekly reports for management review. This role demands a proactive approach to service delivery and collaboration with various internal departments to uphold service excellence at every stage.

Responsibilities

• Respond promptly and professionally to all user telephone inquiries and feedback to maximize customer satisfaction with enthusiasm and patience.
• Report customer complaints and problems to the Service Center Manager and follow up vigorously to ensure timely resolution.
• Conduct follow-up calls to users, accurately document outcomes, and communicate any issues to relevant personnel.
• Efficiently convey user telephone consultations and feedback to appropriate customer service center team members.
• Warmly receive visitors at the Customer Service Center and register their mobile devices in the CRM system adhering to 6S standardization.
• Coordinate with the maintenance engineer to hand over mobile phones for repair and complete the post-repair handover process with users.
• Receive mobile phones sent from branches, verify the models and quantities with the sender, and register them for maintenance in the CRM.
• Properly package repaired devices and send them back to branches via courier, confirming dispatch with a phone call.
• Ensure telephone calls are answered promptly, limiting the ringing to no more than three times before pickup.
• Collaborate effectively with the Call Center team regarding user complaints and feedback to ensure comprehensive service resolution.
• Manage cash received from users, maintain detailed records, and hand over funds to the Service Center Manager daily at close of business.
• Maintain an accurate log of incoming and outgoing courier parcels using Excel, reconcile monthly invoices from courier companies, and confirm details with the Head Office warehouse.
• Execute all activities assigned by the Service Center Manager reliably and on time.
• Prepare and submit daily and weekly reports as required, providing insights into customer service operations and performance metrics.
• Maintain the 6S standardization within the assigned Service Center to ensure a clean, organized, and efficient workplace.
• Complete any additional tasks or projects assigned by the director or Management Center to support departmental goals.

Experience

Fresh

Apply By

Nov 1, 2026

Required Skills

• Customer Relationship Management
• Communication Skills
• Problem Solving
• CRM Software
• Telephone Etiquette
• Record Keeping

Nice to Have Skills

• Report Preparation
• Courier Management
• Cash Handling
• Time management