Job description
Role Overview
Customer Service Technician at alfanar Electric, headquartered in Riyadh, Saudi Arabia.
Company Overview
alfanar is a construction and manufacturing business with design and development centers and facilities across the Middle East and other countries. The company operates three main divisions: alfanar electric, alfanar Construction, and alfanar Building Systems. alfanar electric is the industrial arm, manufacturing low, medium, and high voltage electrical construction products with operations in Riyadh and Jubail (Saudi Arabia), Dubai (UAE), and London (UK). The company maintains a development and engineering center in Chennai, India. The center of alfanar's industrial activities is alfanar Industrial Complex in the Third Industrial Zone on Al-Kharj Road, Riyadh, spread across 700,000 square meters and housing comprehensive infrastructure including a data and communication center and commercial zone.
Role Purpose
Assist in resolving customer issues and provide timely technical support while staying updated on product knowledge and maintaining accurate records of customer interactions to ensure customer satisfaction and quality service delivery.
Key Responsibilities
Issue Resolution
- Assist in troubleshooting and resolving customer issues in a timely and efficient manner.
- Escalate complex operational problems as needed.
Customer Interaction
- Engage with customers to understand their technical concerns.
- Provide support or escalate issues as appropriate.
Documentation
- Accurately record customer interactions, including troubleshooting steps, resolutions, and feedback.
- Maintain clear and complete case histories.
Product Knowledge & Learning
- 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 provided meets company standards by following guidelines and processes.
- Implement quality standards for products, processes, and related activities.
- Focus on improving service delivery.
Operations & Compliance
- Execute operational activities as per delivery schedules and work instructions.
- Execute tasks as per work routines and instructions.
- Comply with related policies, procedures, and processes.
- Use tools and machinery within efficient cost and time parameters.
Communication & Collaboration
- Communicate effectively with peers and supervisors.
- Show openness to directions 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