Call Center Representative | alfanar Electric

City**Customer Servic**

• _Group overview:_
• Headquartered in Riyadh, Saudi Arabia, we operate construction and manufacturing businesses, design & development centers and a host of facilities in the Middle East and other countries.
• alfanar*is involved in:
• Electrical, Electromechanical and Civil Engineering Construction
• Manufacturing and Marketing Electrical Construction Products

Our Main Divisions

• alfanar electric
• alfanar Construction
• alfanar Building Systems
• _alfanar electric_
• alfanar electric is the industrial arm of alfanar, manufacturing a variety of low, medium and high voltage electrical construction products.
• alfanar electric operates industries in:
• Riyadh and Jubail, Saudi Arabia
• Dubai, UAE
• London, UK
• alfanar has a development and engineering center in Chennai, India.

Industrial Complex, Riyadh

Job Purpose

Toll-Free Call Reception and Customer Needs Identification

• Receive and handle all incoming calls through the toll-free number promptly and professionally
• Actively listen to customers to accurately identify their needs and provide appropriate solutions or guidance

Ticket Creation and Data Entry

• Create detailed service tickets in the Cloud for Customers (C4C) system for various requests including spare parts, maintenance, inquiries, complaints, service needs, and warranty documentation
• Ensure accurate and complete data entry for all customer interactions and requests

Ticket Assignment and Follow-Up

• Assign tickets to the relevant internal departments or personnel based on the nature of the request
• Monitor and follow up on open tickets to ensure timely resolution and closure in line with service level agreements
• Maintain clear and proactive communication with customers throughout the process

Voice Message and Call Management

• Handle recorded voice messages by retrieving caller details, initiating contact, and logging new tickets as needed
• Transfer calls from the Unified Number to the appropriate departments or extensions and respond to customer queries with accurate and up-to-date information

Customer Interaction and Campaign Execution

• Demonstrate professional behavior and communication skills during all customer interactions
• Conduct outbound calling campaigns for follow-ups, surveys, or promotional activities as required
• Performance and Development
• Participate in ongoing training sessions, workshops, and seminars to enhance product knowledge and service skills
• Consistently meet or exceed assigned individual and team performance targets in both quality and quantity metrics

HR Proficiency

• Ability to obtain updated soft and technical skills related to the job

Delivery

• Perform the planned activities to meet the operational and development targets as per delivery schedules.
• Utilize resources effectively to achieve objectives within efficient cost and time.
• Provide a periodic report formatted by detailing the deviation and execution of planned tasks.

Problem-Solving

• Solve any related problems arise and escalate any complex operational issues.

Quality

• Ensure quality requirements to develop effective quality control and processes including specifications for products or processes or related activities.

Business Process Improvements

• Coordinate well-defined written systems, policies, procedures, and seek automations opportunities as much as possible.

Compliance

• Comply to related policy and procedures and work instructions.

Health, Safety, and Environment

• Ensure compliance of relevant safety, quality, and environmental management procedures and controls within defined area of work activity to guarantee safety, legislative compliance, and delivery of high-quality products/services.

Academic Qualification