REPRESENTATIVE, CALL CENTER

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

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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

Our Main Divisions:

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.

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.

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

• 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.