Call Center Representative📣 Job Ad

About the Role

alfanar is seeking a Call Center Representative to join its team in Riyadh. This full-time position is suitable for candidates with 0-2 years of experience, focusing on delivering high-quality customer service and support.

Role Purpose

The primary purpose of this role is to provide excellent customer service by managing inbound and outbound calls, accurately processing service requests and complaints, and ensuring timely follow-up and resolution. The representative will operate in accordance with company standards and customer satisfaction objectives.

Key Responsibilities

• Receive and manage all incoming calls via 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 and monitor their resolution to meet service level agreements.
• Maintain clear and proactive communication with customers throughout the service process.
• Handle recorded voice messages by retrieving caller details, initiating contact, and logging new tickets as required.
• Transfer calls to appropriate departments and provide accurate, up-to-date information to customers.
• Conduct outbound calling campaigns for follow-ups, surveys, or promotional activities as needed.

Operational Accountabilities

• Participate in ongoing training sessions to enhance product knowledge and service skills.
• Consistently meet or exceed assigned individual and team performance targets in both quality and quantity metrics.
• Acquire updated soft and technical skills relevant to the job.
• Perform planned activities to meet operational and development targets as per delivery schedules.
• Solve any related problems that arise and escalate complex operational issues.
• Ensure quality requirements are met and contribute to effective quality control processes.
• Coordinate well-defined written systems, policies, and procedures, seeking automation opportunities.
• Comply with all relevant company policies, procedures, and work instructions.
• Adhere to health, safety, and environmental management procedures within the defined area of work activity.

Qualifications and Experience

• Academic Qualification: Diploma Degree in any relevant field.
• Work Experience: 0-2 years of experience.

Application

Candidates who meet the above requirements are encouraged to apply for this position.