About this role
<p><b>Requisition ID:<b><b><b>25833</b></b></b></b> <b> </b></p> <p><b>City<b><b><b>Customer Servic</b></b></b></b> </p> <p><span style="font-size:22.0px"><b><em>Group overview:</em></b></span></p> <p><span style="font-size:14.0px">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.</span></p> <p><span style="font-size:14.0px"><b>alfanar</b></span><b> is involved in:</b></p> <ul> <li>Electrical, Electromechanical and Civil Engineering Construction</li> <li>Manufacturing and Marketing Electrical Construction Products</li> <li>Allied Engineering Services</li> </ul> <p><b>Our Main Divisions:</b></p> <ul> <li>alfanar electric</li> <li>alfanar Construction</li> <li>alfanar Building Systems</li> </ul> <p><b><u>alfanar electric</u></b></p> <p>alfanar electric is the industrial arm of alfanar, manufacturing a variety of low, medium and high voltage electrical construction products.</p> <p><b>alfanar electric operates industries in:</b></p> <ul> <li>Riyadh and Jubail, Saudi Arabia</li> <li>Dubai, UAE</li> <li>London, UK</li> </ul> <p>alfanar has a development and engineering center in Chennai, India.</p> <p><b>Industrial Complex, Riyadh</b></p> <p>The center of alfanar’s industrial activities is alfanar Industrial Complex situated in the Third Industrial Zone on Al-Kharj Road, Riyadh.</p> <p>Spread across 700,000 square meters, the Complex houses alfanar’s facilities.</p> <p>The Complex has a comprehensive infrastructure including a data and communication center as well as a commercial zone.</p> <div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Job Purpose</H2> </div><div><p>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.</p> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Key Accountability Areas</H2> </div><div><p>Toll-Free Call Reception and Customer Needs Identification</p> <ul> <li>Receive and handle all incoming calls through the toll-free number promptly and professionally</li> <li>Actively listen to customers to accurately identify their needs and provide appropriate solutions or guidance</li> </ul> <p>Ticket Creation and Data Entry</p> <ul> <li>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</li> <li>Ensure accurate and complete data entry for all customer interactions and requests</li> </ul> <p>Ticket Assignment and Follow-Up</p> <ul> <li>Assign tickets to the relevant internal departments or personnel based on the nature of the request</li> <li>Monitor and follow up on open tickets to ensure timely resolution and closure in line with service level agreements</li> <li>Maintain clear and proactive communication with customers throughout the process</li> </ul> <p>Voice Message and Call Management</p> <ul> <li>Handle recorded voice messages by retrieving caller details, initiating contact, and logging new tickets as needed</li> <li>Transfer calls from the Unified Number to the appropriate departments or extensions and respond to customer queries with accurate and up-to-date information</li> </ul> <p>Customer Interaction and Campaign Execution</p> <ul> <li>Demonstrate professional behavior and communication skills during all customer interactions</li> <li>Conduct outbound calling campaigns for follow-ups, surveys, or promotional activities as required</li> </ul> <p>Performance and Development</p> <ul> <li>Participate in ongoing training sessions, workshops, and seminars to enhance product knowledge and service skills</li> <li>Consistently meet or exceed assigned individual and team performance targets in both quality and quantity metrics</li> </ul> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Role Accountability</H2> </div><div><p>HR Proficiency:</p> <ul> <li>Ability to obtain updated soft and technical skills related to the job</li> </ul> <p>Delivery:</p> <ul> <li>Perform the planned activities to meet the operational and development targets as per delivery schedules.</li> <li>Utilize resources effectively to achieve objectives within efficient cost and time.</li> <li>Provide a periodic report formatted by detailing the deviation and execution of planned tasks.</li> </ul> <p>Problem-Solving:</p> <ul> <li>Solve any related problems arise and escalate any complex operational issues.</li> </ul> <p>Quality:</p> <ul> <li>Ensure quality requirements to develop effective quality control and processes including specifications for products or processes or related activities.</li> </ul> <p>Business Process Improvements:</p> <ul> <li>Coordinate well-defined written systems, policies, procedures, and seek automations opportunities as much as possible.</li> </ul> <p>Compliance:</p> <ul> <li>Comply to related policy and procedures and work instructions.</li> </ul> <p>Health, Safety, and Environment:</p> <ul> <li>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.</li> </ul> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Academic Qualification</H2> </div><div><div>Diploma Degree in Any relevant field</div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Work Experience</H2> </div><div><div>Fresher - 0-2 years</div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Technical / Functional Competencies</H2> </div><div><div>Customer Data Management</div><div>Customer Focus</div><div>Customer Relationship Management</div><div>Customer Satisfaction Measurement</div><div>Customer Satisfaction Surveys</div><div>Customer Service</div><div>Customer Service Orientation</div><div>Customer Service Programs</div><div>Performance Indicators</div><div>Process Improvement</div><div>Quality Control</div></div></div></div>