CSO (Customer Services Officer)

Job Description:

• Manage appointments/complaints/ information queries which lands at our helpline (042-111-678-711) and on website www.punjab.vics.pkof the customers.
  • Handle call backs to the customers.
  • Manage call logs entries in both excel, CRM on daily basis and prepare reports on monthly basis.
  • Feedback forms collection from Stations & take necessary action.
  • Escalations to customers feedback, information or complains to relevant departments/stations.
  • Follow the duty roaster assigned by the manager.
  • Follow company policies and SOPs to perform job on day to day basis.
  • Make follow ups on customer requests/complaints.
  • Prepare file records of Appointments/feedback forms/ off road data history etc.
  • Escalate irritate customers to the manager or relevant departments.
  • Any other special assignments related to daily operations.
  • During downtime period of CMS (Call Management System) inform to the INTELLICON (vendor) immediately and shift to VPN to handle helpline.