Call Center Representative | alfanar Electric

<div><h3>Call Center Representative | alfanar Electric</h3><p><b>Requisition ID:</b>25833</p><p><b>City:</b>Customer Servic</p><p><b>Group overview:</b>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.</p><p><b>alfanar is involved in:</b></p><ul><li>Electrical, Electromechanical and Civil Engineering Construction</li><li>Manufacturing and Marketing Electrical Construction Products</li><li>Allied Engineering Services</li></ul><p><b>Our Main Divisions:</b></p><ul><li>alfanar electric</li><li>alfanar Construction</li><li>alfanar Building Systems</li></ul><p><b>alfanar electric</b></p><p>alfanar electric is the industrial arm of alfanar, manufacturing a variety of low, medium and high voltage electricalconstruction products.</p><p><b>alfanar electric operates industries in:</b></p><ul><li>Riyadh and Jubail, Saudi Arabia</li><li>Dubai, UAE</li><li>London, UK</li></ul><p>alfanar has a development and engineering center in Chennai, India.</p><p><b>Industrial Complex, Riyadh</b></p><p>The center of alfanar’s industrial activities is alfanar Industrial Complex situated in the Third Industrial Zone on Al-Kharj Road, Riyadh.</p><p>Spread across 700,000 square meters, the Complex houses alfanar’s facilities.</p><p>The Complex has a comprehensive infrastructure including a data and communication center as well as a commercial zone.</p><h3>Job Purpose</h3><p>To deliver high-quality customer service by managing inbound and outbound calls, accurately processing service requests and complaints, and ensuring timely follow-up and resolution in accordance with company standards and customer satisfaction goals.</p><h3>Key Accountability Areas</h3><p>Toll-Free Call Reception and Customer Needs Identification</p><ul><li>Receive and handle all incoming calls through the toll-free number promptly and professionally</li><li>Actively listen to customers to accurately identify their needs and provide appropriate solutions or guidance</li></ul><p>Ticket Creation and Data Entry</p><ul><li>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</li><li>Ensure accurate and complete data entry for all customer interactions and requests</li></ul><p>Ticket Assignment and Follow-Up</p><ul><li>Assign tickets to the relevant internal departments or personnel based on the nature of the request</li><li>Monitor and follow up on open tickets to ensure timely resolution and closure in line with service level agreements</li><li>Maintain clear and proactive communication with customers throughout the process</li></ul><p>Voice Message and Call Management</p><ul><li>Handle recorded voice messages by retrieving caller details, initiating contact, and logging new tickets as needed</li><li>Transfer calls from the Unified Number to the appropriate departments or extensions and respond to customer queries with accurate and up-to-date information</li></ul><p>Customer Interaction and Campaign Execution</p><ul><li>Demonstrate professional behavior and communication skills during all customer interactions</li><li>Conduct outbound calling campaigns for follow-ups, surveys, or promotional activities as required</li></ul><p>Performance and Development</p><ul><li>Participate in ongoing training sessions, workshops, and seminars to enhance product knowledge and service skills</li><li>Consistently meet or exceed assigned individual and team performance targets in both quality and quantity metrics</li></ul><h3>Role Accountability</h3><p>HR Proficiency:</p><ul><li>Ability to obtain updated soft and technical skills related to the job</li></ul><p>Delivery:</p><ul><li>Perform the planned activities to meet the operational and development targets as per delivery schedules.</li><li>Utilize resources effectively to achieve objectives within efficient cost and time.</li><li>Provide a periodic report formatted by detailing the deviation and execution of planned tasks.</li></ul><p>Problem-Solving:</p><ul><li>Solve any related problems arise and escalate any complex operational issues.</li></ul><p>Quality:</p><ul><li>Ensure quality requirements to develop effective quality control and processes including specifications for products or processes or related activities.</li></ul><p>Business Process Improvements:</p><ul><li>Coordinate well-defined written systems, policies, procedures, and seek automations opportunities as much as possible.</li></ul><p>Compliance:</p><ul><li>Comply to related policy and procedures and work instructions.</li></ul><p>Health, Safety, and Environment:</p><ul><li>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/service