Customer Experience Specialist - Inbound/Outbound Calls

alfanar; Riyadh; On-site; SAR 60,000 - 90,000; Full time

Job summary

alfanar is seeking a customer service professional to manage inbound and outbound calls, accurately create and manage service tickets in the Cloud for Customers (C4C) system, and ensure timely follow-up with customers. You will assign tickets, monitor progress, and maintain proactive communication with clients.

The role emphasizes quality, SLA compliance, and ongoing training to enhance product knowledge and service skills.

Qualifications

• Strong communication and listening skills.
• Proven ability to manage inbound and outbound calls with quality.
• Accurate data entry and ticketing skills.

Responsibilities

• Receive and handle incoming calls promptly and professionally.
• Create detailed service tickets in the Cloud for Customers (C4C) and ensure accurate data entry.
• Assign tickets to internal departments and follow up to ensure timely resolution and SLA adherence.
• Handle voice messages, transfer calls to appropriate departments, and respond with up-to-date information.
• Conduct outbound calling campaigns for follow-ups, surveys, or promotions.
• Participate in training sessions to improve product knowledge and service skills.

Skills

Active listening

Communication

Problem solving

Detail oriented

Tools

C4C

CRM software

Job description

alfanar is seeking a customer service professional to manage inbound and outbound calls, accurately create and manage service tickets in the Cloud for Customers (C4C) system, and ensure timely follow-up with customers. You will assign tickets, monitor progress, and maintain proactive communication with clients.

The role emphasizes quality, SLA compliance, and ongoing training to enhance product knowledge and service skills.