Senior Customer Service Engineer

Alfanar Company; Riyadh; On-site; SAR 150,000 - 200,000; Full time

Job summary

A leading electrical solutions provider in Saudi Arabia is looking for a skilled customer service professional to act as a technical interface between clients and the company. The position requires managing customer inquiries, resolving issues, and continuously improving service quality through data analysis. Candidates should hold a Bachelor's degree in Electrical Engineering with 5-10 years of experience. Strong communication and conflict resolution skills are essential for success in this critical customer-facing role.

Qualifications

• 5 to 10 years of relevant work experience required.
• Must have excellent communication skills for customer interaction.
• Ability to manage conflicts and deliver quality customer service.

Responsibilities

• Serve as the primary interface between customers and the organization.
• Respond to customer inquiries promptly through various channels.
• Analyze customer service data to identify trends and areas for improvement.

Skills

Communication

Conflict resolution

Creativity

Time Management

Customer Focus

Customer Relationship Management

Education

Bachelor Degree in Electrical Engineering or relevant field

Job description

To serve as the primary technical and communication interface between the customer and the organization, ensuring a high level of customer satisfaction by managing inquiries, resolving product or service-related issues, and facilitating cross‑functional coordination. The role also supports continuous improvement through data analysis and process enhancement.

Key Accountability Areas

Job description:

Job Purpose

To serve as the primary technical and communication interface between the customer and the organization, ensuring a high level of customer satisfaction by managing inquiries, resolving product or service‑related issues, and facilitating cross‑functional coordination. The role also supports continuous improvement through data analysis and process enhancement.

Customer Interaction & Support

• Respond to customer inquiries through various channels (phone, email, chat) in a courteous, empathetic, and professional manner.
• Act as the first point of contact for technical and service‑related concerns, providing expert guidance and support.
• Assist customers with troubleshooting and resolution of issues related to products and services.

Inquiry Management & Ticketing

• Create and manage service tickets to track, prioritize, and follow up on customer requests efficiently.
• Evaluate the nature and urgency of each inquiry to determine proper routing or escalation.
• Prioritize and categorize inquiries based on predefined criteria and service levels.

Cross‑Functional Coordination

• Forward inquiries to relevant departments promptly for timely resolution.
• Escalate urgent or high‑impact issues to appropriate internal stakeholders or management.
• Act as a liaison between the customer service team and other departments to ensure clear communication and alignment.

Data Analysis & Reporting

• Analyze customer service data to identify trends, recurring issues, and opportunities for proactive resolution.
• Generate periodic reports on inquiry volumes, response times, resolution rates, and overall customer service performance.
• Support initiatives to optimize service efficiency and quality based on data insights.

Documentation & Systems

• Maintain detailed and accurate records of all customer interactions, including issues raised, actions taken, and outcomes.
• Use CRM or relevant service tools to log interactions and update customer history.

Process Improvement & Quality Assurance

• Implement and uphold customer service standards, policies, and procedures.
• Contribute to the development and refinement of service workflows and escalation protocols.
• Provide feedback and recommendations to improve service delivery, tools, and customer experience.

Customer Feedback & Continuous Improvement

• Collect and analyze customer feedback to identify pain points and service gaps.
• Communicate insights to relevant departments to support product or service improvements.
• Champion a customer‑centric culture by promoting responsiveness and quality in service delivery.

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 elevate 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 automation 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

• Degree: Bachelor Degree in Electrical Engineering or Any relevant field
• Work Experience: 5 to 10 Years
• Technical / Functional Competencies: Communication, Conflict resolution, Creativity, Time Management, Well Organized, Customer Conflict Management, Customer Development, Customer Engagement, Best Practices, Customer Focus, Customer Interaction Center (CIC), Customer Knowledge, Customer Profiling, Customer Relationship Management, Customer Service, Customer Service Programs

Profile description

Alfanar is a Saudi company with an international presence, primarily engaged in the manufacturing and trading of a wide variety of low, medium, and high voltage electrical products, in addition to its portfolio of conventional and renewable energy solutions, oil and gas, water treatment, infrastructure, technical services, and digital solutions.

The hub of alfanar’s manufacturing operations is Medinet alfanar Alsinaiya, a 700,000 square‑meter complex located in Riyadh. The complex houses an array of ultra‑modern manufacturing facilities and laboratories equipped with state‑of‑the‑art technologies and staffed with highly skilled professionals.

Alfanar derives its success from its commitment to providing the highest quality standards to its customers, and the continuous development of its human capital, who alfanar considers its most valuable asset. With this in mind, alfanar promotes a proactive work environment where its employees are always valued, nurtured, and empowered to fuel their pride in being part of alfanar.

For more information about alfanar, please visit alfanar.com