Call Center Representative📣 Job Ad

About the Role

alfanar is seeking a Call Center Representative to join their team in Riyadh. This full-time position focuses on delivering high-quality customer service by managing inbound and outbound calls, processing service requests and complaints, and ensuring timely follow-up and resolution in line with company standards and customer satisfaction goals. The role requires 0-1 years of experience.

Key Responsibilities

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

Role Accountabilities

• HR Proficiency: Ability to obtain updated soft and technical skills related to the job.
• Delivery: Perform planned activities to meet operational and development targets as per delivery schedules. Utilize resources effectively to achieve objectives within efficient cost and time. Provide periodic reports detailing deviations and execution of planned tasks.
• Problem-Solving: Solve any related problems that arise and escalate complex operational issues.
• Quality: Ensure quality requirements to develop effective quality control and processes, including specifications for products, processes, or related activities.
• Business Process Improvements: Coordinate well-defined written systems, policies, procedures, and seek automation opportunities as much as possible.
• Compliance: Comply with related policies, procedures, and work instructions.
• Health, Safety, and Environment: Ensure compliance with relevant safety, quality, and environmental management procedures and controls within the defined area of work activity to guarantee safety, legislative compliance, and delivery of high-quality products/services.

Qualifications and Experience

• 0-1 years of relevant experience.

Work Environment

This is a full-time position based in Riyadh.