Summary
alfanar is hiring a Call Center Representative in Riyadh to handle inbound and outbound customer calls and service requests. The role includes creating and assigning tickets in Cloud for Customers (C4C), following up on open cases, and keeping customers informed until resolution. Candidates should have a diploma in a relevant field; the stated experience range is 0–2 years. The posting does not state a salary or visa conditions.
The posting
As published on alfanar.com. Pulled from the employer's site and shown as they wrote it.
Requisition ID:25833
CityCustomer Servic
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 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 automations opportunities as much as possible.
Compliance:
- Comply to related policy and 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/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