Call Center Representative | alfanar Electric

Alfanar; Riyadh; On-site; SAR 120,000 - 150,000; Full time

Job summary

A leading service provider in Riyadh seeks a Call Center Representative to deliver exceptional customer service. Responsibilities include managing calls, processing service requests, and ensuring timely resolution of issues. Candidates should hold a diploma and have strong communication and problem-solving skills. This position is ideal for fresh graduates or those with up to 2 years of experience, offering an opportunity to learn and grow in a dynamic environment.

Qualifications

• Ability to manage customer interactions effectively.
• Demonstrated skills in data management and service delivery.
• Familiarity with customer satisfaction measurement.

Responsibilities

• Handle inbound and outbound calls, addressing customer needs.
• Create and manage service tickets efficiently.
• Participate in ongoing training to enhance service skills.

Skills

Customer Service Orientation

Customer Relationship Management

Problem-Solving

Communication Skills

Education

Diploma Degree in Any relevant field

Job description

Call Center Representative | alfanar Electric

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