Call Center Representative | alfanar Electric
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Key skills for this role
About the Role
Alfanar Electric seeks a Call Center Representative to manage inbound and outbound calls, process service requests and complaints, and ensure timely resolution. Requires a diploma degree and 0-2 years of experience, with strong customer service orientation.
Key Skills for This Role
Responsibilities
- Receive and handle all incoming calls through the toll free number promptly and professionally
- Create detailed service tickets in the Cloud for Customers (C4C) system for various requests
- Assign tickets to relevant internal departments and follow up on open tickets
- Handle recorded voice messages by retrieving caller details and logging new tickets
- Transfer calls from the Unified Number to appropriate departments and respond to queries
- Conduct outbound calling campaigns for follow ups, surveys, or promotional activities
- Participate in ongoing training sessions to enhance product knowledge and service skills
Requirements
- Diploma Degree in any relevant field
- 0 2 years of work experience
- Customer service orientation
- Proficiency in customer data management
Full Job Posting
Job Purpose
- Deliver high quality customer service by managing inbound and outbound calls, accurately processing service requests and complaints, and ensuring timely follow up and resolution.
Key Accountability Areas
- 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.
- Create detailed service tickets in the Cloud for Customers (C4C) system for various requests.
- Assign tickets to relevant internal departments and follow up on open tickets.
- Handle recorded voice messages by retrieving caller details, initiating contact, and logging new tickets.
- Transfer calls from the Unified Number to appropriate departments and respond to queries.
- Conduct outbound calling campaigns for follow ups, surveys, or promotional activities.
- Participate in ongoing training sessions to enhance product knowledge and service skills.
- Consistently meet or exceed assigned individual and team performance targets.
Academic Qualification & Experience
- Diploma Degree in any relevant field.
- Work Experience: Fresher 0 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
- Quality Control
About Alfanar
- Alfanar is a Saudi company with international presence, engaged in manufacturing and trading of electrical products, 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 in Riyadh.
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