Customer Service Consultant - Cloud Telephony - TJ / 1845692

Our client Vivo Pakistan is looking for a Customer Service Consultant - Cloud Telephony in Lahore

Vivo Pakistan is seeking a dedicated and enthusiastic Cloud Calling Consultant to join the Customer Services Department at the Lahore Service Center on Raiwind Road. This role focuses on delivering exceptional customer service through effective handling of user telephone inquiries, feedback, and complaints. The ideal candidate will possess a bachelor's degree and demonstrate knowledge or interest in electronics, alongside skills in cloud telephony platforms, contact center solutions, and customer experience design. This position requires strong communication skills, patience, and a commitment to maintaining high customer satisfaction. The consultant will work closely with the call center team and management to ensure smooth operations and successful resolution of user concerns.

The Cloud Calling Consultant handles the front line of user interactions by answering calls promptly and professionally, following up on complaints, and coordinating with service and call center teams. This role is essential in maintaining service quality standards, including the 6S standardization within the service center. The consultant will diligently report issues, track progress, and prepare regular reports to support continuous improvement. This position does not require managing a team but involves close collaboration with various stakeholders to enhance the overall customer service experience at Vivo Pakistan.

Responsibilities

• Answer all user telephone inquiries and feedback with enthusiasm and patience to maximize customer satisfaction.
• Provide professional and accurate answers to user questions using knowledge of cloud telephony platforms and customer experience design.
• Report complaints and problems to the service center manager following established procedures and monitor the resolution progress.
• Conduct follow-up calls to users to verify issue resolution and record results accurately and honestly.
• Communicate discovered issues promptly to relevant staff and track outcomes to ensure timely solutions.
• Relay user telephone consultations to the appropriate personnel within the customer service center promptly.
• Warmly greet users visiting the customer service center, receive and record their mobile devices efficiently following the 6S standardization guidelines.
• Answer incoming calls swiftly, ensuring the ringing duration does not exceed three rings to uphold excellent service standards.
• Coordinate effectively with the Call Center team regarding user complaints and feedback to facilitate cohesive problem resolution.
• Execute activities and tasks assigned by the manager consistently and successfully, maintaining high performance standards.
• Prepare and share daily and weekly reports as required by management to provide insight into user interactions and service center operations.
• Maintain the 6S standardization and cleanliness in the service center to promote an organized and professional environment.
• Complete additional tasks assigned by the director and management to support department goals and company objectives.