REPRESENTATIVE, CALL CENTER

Role Overview

Representative, Call Center at alfanar, located 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. The company 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 manufactures low, medium, and high voltage electrical construction products and operates industries in Riyadh and Jubail, Saudi Arabia; Dubai, UAE; and London, UK. The company has a development and engineering center in Chennai, India. The center of alfanar's industrial activities is alfanar Industrial Complex, situated 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

Deliver high-quality customer service by managing inbound and outbound calls, accurately processing service requests and complaints, and ensuring timely follow-up and resolution in accordance with company standards and customer satisfaction goals.

Key Responsibilities

Call Reception and Customer Needs Identification

• 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.

Ticket Creation and Data Management

• 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.

Ticket Assignment and Follow-Up

• 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.

Voice Message and Call Management

• 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.

Customer Interaction and Campaign Execution

• Demonstrate professional behavior and communication skills during all customer interactions.
• Conduct outbound calling campaigns for follow-ups, surveys, or promotional activities as required.

Training and Performance 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.
• Obtain updated soft and technical skills related to the job.

Operational 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 formatted to detail the deviation and execution of planned tasks.

Problem-Solving and Issue Escalation

• Solve related problems that arise and escalate any complex operational issues.

Quality and Process Improvements

• Ensure quality requirements to develop effective quality control and processes including specifications for products, processes, or related activities.
• Coordinate well-defined written systems, policies, procedures, and seek automation opportunities as much as possible.

Compliance and Safety

• Comply with related policies, procedures, and work instructions.
• Ensure compliance of 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 and services.

Qualifications & Experience

• Diploma Degree in any relevant field.
• Fresher to 2 years of work experience.

Skills & Competencies

• Customer Data Management
• Customer Focus
• Customer Relationship Management
• Customer Satisfaction Measurement
• Customer Satisfaction Surveys
• Customer Service
• Customer Service Orientation
• Customer Service Programs
• Performance Indicators
• Process Improvement
• Quality Control