Call Center Representative alfanar Electric📣 Job Ad

About the Role

Alfanar is seeking a dedicated Call Center Representative to join its team in Riyadh, Saudi Arabia. This full-time role is central to delivering high-quality customer service by efficiently managing inbound and outbound calls, accurately processing service requests and complaints, and ensuring timely follow-up and resolution. The ideal candidate will possess 5-10 years of relevant experience and be committed to upholding company standards and achieving customer satisfaction goals.

Core Duties and Customer Engagement

The Call Center Representative will be responsible for direct customer interactions and service delivery, including:

• Receiving and handling all incoming calls through the toll-free number promptly and professionally.
• Actively listening to customers to accurately identify their needs and provide appropriate solutions or guidance.
• Transferring calls from the Unified Number to the appropriate departments or extensions and responding to customer queries with accurate and up-to-date information.
• Handling recorded voice messages by retrieving caller details, initiating contact, and logging new tickets as needed.
• Conducting outbound calling campaigns for follow-ups, surveys, or promotional activities as required.

Operational Management and Service Resolution

Key operational responsibilities include managing service requests and ensuring their timely resolution:

• Creating detailed service tickets in the Cloud for Customers (C4C) system for various requests including spare parts, maintenance, inquiries, complaints, service needs, and warranty documentation.
• Ensuring accurate and complete data entry for all customer interactions and requests.
• Assigning tickets to the relevant internal departments or personnel based on the nature of the request.
• Monitoring and following up on open tickets to ensure timely resolution and closure in line with service level agreements.
• Maintaining clear and proactive communication with customers throughout the process.

Professional Conduct and Development

The representative is expected to maintain high professional standards and engage in continuous development:

• Demonstrating professional behavior and communication skills during all customer interactions.
• Participating in ongoing training sessions, workshops, and seminars to enhance product knowledge and service skills.
• Consistently meeting or exceeding assigned individual and team performance targets in both quality and quantity metrics.
• Obtaining updated soft and technical skills related to the job.

Organizational Responsibilities and Compliance

Beyond direct customer service, the role involves broader contributions to operational excellence and adherence to company policies:

• Delivery: Performing planned activities to meet operational and development targets as per schedules, utilizing resources effectively, and providing periodic reports on task execution and deviations.
• Problem-Solving: Resolving related problems that arise and escalating complex operational issues.
• Quality: Ensuring quality requirements to develop effective quality control and processes, including specifications for products, processes, or related activities.
• Business Process Improvements: Coordinating well-defined written systems, policies, procedures, and seeking automation opportunities.
• Compliance: Complying with related policy and procedures and work instructions.
• Health, Safety, and Environment: Ensuring compliance with relevant safety, quality, and environmental management procedures and controls within the defined area of work activity.

Required Experience

Candidates for this full-time position must have 5-10 years of experience in a relevant customer service or call center role. The ability to work effectively in a dynamic environment and contribute to a team-oriented culture in Riyadh, Saudi Arabia, is essential.