Call Center Representative

Group overview

Headquartered in Riyadh, Saudi Arabia, we operate construction and manufacturing businesses, design & development centers and a host of facilities in the Middle East and other countries.

alfanar is involved in:

• Electrical, electromechanical and civil engineering construction
• Manufacturing and marketing electrical construction products
• Allied engineering services

Our main divisions:

• alfanar electric
• alfanar construction
• alfanar building systems

alfanar electric

alfanar electric is the industrial arm of alfanar, manufacturing a variety of low, medium and high voltage electrical construction products.

alfanar electric operates industries in:

• Riyadh and Jubail, Saudi Arabia
• Dubai, UAE
• London, UK

alfanar has a development and engineering center in Chennai, India.

Industrial complex, Riyadh

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, the complex houses alfanar’s facilities.

The complex has a comprehensive infrastructure including a data and communication center as well as a commercial zone.

Job purpose

To 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 accountability areas

Toll-free 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 entry
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 the 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 the 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.

Performance and 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.

Role accountability

HR proficiency:
Ability to obtain updated soft and technical skills related to the job.

Delivery:
Perform the planned activities to meet the operational and development targets as per delivery schedules.
Utilize resources effectively to achieve objectives within efficient cost and time.
Provide a periodic report formatted by detailing the deviation and execution of planned tasks.

Problem-solving:
Solve any related problems that arise and escalate any complex operational issues.

Quality:
Ensure quality requirements to develop effective quality control and processes including specifications for products or processes or related activities.

Business process improvements:
Coordinate well-defined written systems, policies, procedures, and seek automation opportunities as much as possible.

Compliance:
Comply with related policy, procedures, and work instructions.

Health, safety, and environment:
Ensure compliance of relevant safety, quality, and environmental management procedures and controls within defined area of work activity to guarantee safety, legislative compliance, and delivery of high-quality products and services.

Academic qualification

Diploma degree in any relevant field

Work experience

Fresher - 0-2 years

Technical / functional 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