Senior Customer Service Engineer

Group overview

Headquartered in Riyadh, Saudi Arabia, we operate construction and manufacturing businesses, design and 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

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

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 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

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