Call Center Representative

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 Building Systems_
• alfanar Construction is classified as a Grade I contractor by the Contractors Classification Committee of the Government of Saudi Arabia.
• alfanar Building Systems manufactures and markets a variety of building construction products and systems. .
• _The core manufacturing activities of the industries operating under alfanar Building Systems are:_
• Façade cladding, glazing systems and architectural aluminum products
• Precast concrete products and architectural elements
• Real estate development

Job Purpose

Toll-Free Call Reception and Customer Needs Identification

• Receive all incoming calls on the toll-free number, promptly identifying customer needs and providing appropriate solutions through active listening.

Ticket Creation and Data Entry

• Create tickets in the Cloud for Customers system with all necessary information, accurately documenting requests such as maintenance, inquiries, commercial complaints, service requests, and warranty letters, while ensuring the accuracy of data entry.

Ticket Assignment and Follow-Up

• Assign tickets to the relevant parties based on the nature of the request and follow up on pending tickets to ensure they are closed in accordance with established guidelines, maintaining communication with customers throughout the process.

Call Transfer Management and Information Sharing

• Transfer all calls from the Unified Number to the appropriate internal extensions and share accurate information with customers when requested, maintaining professionalism in all interactions.

Professional Call Behavior and Outgoing Call Campaigns

• Maintain the right behavior during calls as per established protocols, and run outgoing call campaigns to engage customers for follow-ups or promotions.

HR Proficiency

Delivery

Problem-Solving

Quality

Business Process Improvements

Compliance

Health, Safety, and Environment