Customer Service Technician
Group overview
Headquartered in Riyadh, Saudi Arabia, we operate construction and manufacturing businesses, design and 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
Assist in resolving customer issues, provide timely technical support, and ensure quality service. Stay updated on product knowledge and maintain accurate records of customer interactions to help ensure customer satisfaction.
Key accountability areas
Issue resolution:
Assist in troubleshooting and resolving customer issues, ensuring that cases are handled in a timely and efficient manner.
Customer interaction:
Engage with customers to understand their technical concerns and provide support or escalate issues as needed.
Quality assurance:
Ensure the service provided meets company standards by following guidelines and processes, with a focus on improving service delivery.
Documentation:
Accurately record customer interactions, including troubleshooting steps, resolutions, and any feedback, to maintain clear and complete case histories.
Product knowledge:
Stay informed on product updates and technical changes to provide effective support, while learning new tools and technologies to enhance service quality.
Role accountability
HR proficiency:
Communicate effectively with peers and supervisors and show openness to directions and feedback.
Delivery:
Use tools and machinery within efficient cost and time.
Execute the operational activities as per delivery schedules and work instructions.
Problem-solving:
Assist to solve any related issues that arise and escalate any complex operational problems.
Quality:
Implement the quality standards for products, processes, or related activities.
Business process:
Execute the tasks as per work routines and instructions.
Compliance:
Comply with related policy, procedures, and processes.
Academic qualification
High school degree in any relevant field
Work experience
2 to 4 years
Technical / functional competencies
- Customer focus
- Customer relationship management
- Customer satisfaction measurement
- Customer service
- Customer service orientation