Call Center Representative | alfanar Electric

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

Assist in performing customer service (call center) tasks efficiently, in a timely manner and quality standards as per the defined policies and procedures to achieve departmental operational plans and developments.

Key accountability areas

Toll-free call reception and customer needs identification
Receive all incoming calls on the toll-free number, promptly identifying customer needs and providing appropriate solutions through active listening.

Ticket creation and data entry
Create tickets in the cloud for customers system with all necessary information, accurately documenting requests such as spare parts, maintenance, inquiries, commercial complaints, service requests, and warranty letters, while ensuring the accuracy of data entry.

Ticket assignment and follow-up
Assign tickets to the relevant parties based on the nature of the request and follow up on pending tickets to ensure they are closed in accordance with established guidelines, maintaining communication with customers throughout the process.

Voice message management
Manage voice messages by contacting the caller's ID and creating tickets accordingly, ensuring all inquiries are addressed efficiently.

Call transfer management and information sharing
Transfer all calls from the unified number to the appropriate internal extensions and share accurate information with customers when requested, maintaining professionalism in all interactions.

Professional call behavior and outgoing call campaigns
Maintain the right behavior during calls as per established protocols, and run outgoing call campaigns to engage customers for follow-ups or promotions.

Continuous education and target achievement
Frequently attend educational seminars to improve knowledge and performance levels, while consistently meeting personal and team qualitative and quantitative targets.

Role accountability

HR proficiency:

• Ability to obtain updated soft and technical skills related to the job
• To have a vision and a plan for the career path and how to achieve it

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 that 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 automation opportunities as much as possible

Compliance:

• Comply with related policies, 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 and services

Academic qualification

Diploma degree (not applicable)

Work experience

Fresher - 0 to 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
• Product development
• Quality control