Representative Customer Experience EXA Ceramics📣 Job Ad

About the Role

Alfanar is seeking a Representative Customer Experience EXA Ceramics to join its team in Riyadh. This full-time position is central to ensuring a positive customer experience by managing inquiries, facilitating follow-ups on requests and issues, and coordinating effectively with internal teams. The role focuses on collecting customer feedback and delivering timely, clear, and professional service throughout all customer interactions with the company.

Key Responsibilities

• Serve as a primary contact point for customers across various service channels, responding to inquiries, requests, and concerns promptly and professionally.
• Document customer complaints and service issues, coordinating with sales, logistics, technical support, and other departments for effective resolution.
• Communicate proactively with customers regarding order status, service updates, delivery timelines, and pending requirements, providing accurate information.
• Collect customer feedback through calls, surveys, and direct communication, monitoring satisfaction and identifying recurring concerns or service gaps.
• Maintain accurate customer records within CRM systems, including inquiries, complaints, follow-ups, and feedback, ensuring all service activities are properly documented.
• Coordinate with internal departments to streamline customer requests and follow up on pending actions to enhance the overall customer experience.
• Build positive customer relationships through professional and helpful service, supporting customer retention by ensuring consistent follow-up and service quality.

Role Accountabilities

• Continuously acquire and update soft and technical skills relevant to the job function.
• Execute planned activities to meet operational and development targets efficiently within established cost and timeframes.
• Address and resolve operational problems, escalating complex issues as necessary.
• Ensure adherence to quality requirements, contributing to effective quality control and process development.
• Contribute to business process improvements by coordinating written systems, policies, and procedures, and identifying automation opportunities.
• Comply with all relevant company policies, procedures, and work instructions.
• Ensure compliance with safety, quality, and environmental management procedures within the defined work area.

Qualifications and Experience

Candidates for this role should possess 5 to 10 years of relevant experience in customer experience or a related field. Strong communication, problem-solving, and organizational skills are essential to manage customer interactions and coordinate effectively across departments. Proficiency in CRM systems and documentation practices is also required.

About Alfanar

Alfanar is a Saudi company with an international presence, specializing in the manufacturing and trading of a diverse range of low, medium, and high voltage electrical products. Its portfolio also includes conventional and renewable energy solutions, oil and gas, water treatment, infrastructure, technical services, and digital solutions. The company's primary manufacturing hub, Medinet alfanar Alsinaiya, is a 700,000 square-meter complex in Riyadh, equipped with modern facilities and staffed by skilled professionals. Alfanar attributes its success to a commitment to high-quality standards and the continuous development of its human capital, fostering a proactive work environment where employees are valued and empowered.

Application Information

Interested candidates are invited to apply for this full-time position in Riyadh.