Cloud Calling Consultant

Description:
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
1. Answer all users telephone inquiries and feed backs with enthusiasm and patience and provide professional answers to users to maximize customer satisfaction.
2. Report complaints and problems to manager service center according to the process, and follow up the progress until they are solved.
3. Make follow-up calls to users and record the results faithfully.
4. Timely convey the problems found during the follow-up calls to relevant persons, and track the results.
5. Timely convey the users telephone consultation to the relevant persons of the customer service center.
6. Warmly greet users who came to the customer service center, receive & record their mobiles in CRM following 6s standardization.
7. When picking up the phone, the ringing sound shall not exceed three times.
8. Co-ordinate with Call Center team related to user complains and feedbacks.
9. Successful execution of activities assigned by Manager.
10. Share the daily and weekly report as per requirements.
11. Maintain the 6S standardization in respected Service Center where he/she is deputed.
12. Complete other tasks assigned by the director and the Management Center.

Requirements:
-Bachelors in any of the following discipline (Marketing, Services, HR, Management).
-City native, Fresh or experienced.

Location:
Lahore Service Center Raiwind Rd

Job Type: Full-time

Pay: Rs50,000.00 - Rs60,000.00 per month

Work Location: In person