TECHNICIAN, CUSTOMER SERVICE

Role Overview

Technician, Customer Service at alfanar, based in Riyadh, Saudi Arabia.

Company Overview

Headquartered in Riyadh, Saudi Arabia, alfanar operates construction and manufacturing businesses, design and development centers, and facilities across the Middle East and other countries.

Alfanar is involved in electrical, electromechanical and civil engineering construction; manufacturing and marketing electrical construction products; and allied engineering services.

Main divisions include alfanar electric, alfanar Construction, and alfanar Building Systems.

Alfanar electric is the industrial arm, manufacturing low, medium and high voltage electrical construction products. It operates facilities in Riyadh and Jubail, Saudi Arabia; Dubai, UAE; and London, UK, with a development and engineering center in Chennai, India.

The alfanar Industrial Complex in Riyadh's Third Industrial Zone spans 700,000 square meters and houses comprehensive infrastructure including a data and communication center and commercial zone.

Role Purpose

Assist in resolving customer issues and provide timely technical support. Stay updated on product knowledge and maintain accurate records of customer interactions to ensure quality service and customer satisfaction.

Key Responsibilities

Issue Resolution

• Assist in troubleshooting and resolving customer issues in a timely and efficient manner.

Customer Interaction

• Engage with customers to understand their technical concerns and provide support or escalate issues as needed.

Documentation

• Accurately record customer interactions, including troubleshooting steps, resolutions, and feedback, to maintain clear and complete case histories.

Product Knowledge

• Stay informed on product updates and technical changes to provide effective support.
• Learn new tools and technologies to enhance service quality.

Quality Assurance

• Ensure service meets company standards by following guidelines and processes.
• Focus on improving service delivery.

Problem-Solving

• Assist in solving operational issues that arise.
• Escalate complex operational problems appropriately.

Operations & Compliance

• Execute operational activities according to delivery schedules and work instructions.
• Use tools and machinery efficiently within cost and time constraints.
• Execute tasks according to work routines and instructions.
• Implement quality standards for products, processes, and related activities.
• Comply with related policies, procedures, and processes.

Communication & Teamwork

• Communicate effectively with peers and supervisors.
• Show openness to direction and feedback.

Qualifications & Experience

• High School Degree in any relevant field.
• 2 to 4 years of work experience.

Skills & Competencies

• Customer Focus
• Customer Relationship Management
• Customer Satisfaction Measurement
• Customer Service
• Customer Service Orientation