Call Center Representative

Overview

alfanar, a prominent Saudi enterprise with global operations specializing in diverse electrical products and energy solutions, is inviting applications for the role of Call Center Representative based in Riyadh. This position requires managing inbound and outbound calls with exceptional customer service, accurately processing various service requests and complaints, and ensuring timely resolutions that meet company standards and customer satisfaction goals.

Key Responsibilities

• Promptly and professionally handle incoming calls via toll-free numbers, actively listening to understand customer needs and providing suitable assistance.
• Record and create detailed service tickets within the C4C (Cloud for Customers) system covering requests such as spare parts, maintenance, inquiries, complaints, and warranty matters.
• Assign tickets to the correct internal departments or staff, monitor progress, and ensure resolution within service-level agreements while maintaining clear communication with customers.
• Manage voice messages by retrieving caller information, initiating follow-up contacts, and logging tickets when necessary.
• Transfer calls appropriately within the organization's unified number system and respond accurately to customer queries.
• Conduct outbound calling campaigns aimed at follow-ups, surveys, or promotions, demonstrating professional communication throughout.
• Engage in continuous training programs to enhance technical knowledge and customer service skills.
• Achieve or surpass individual and team performance targets related to quality and quantity metrics.
• Report periodically on task execution, deviations from plans, and resource utilization.
• Identify and resolve operational problems, escalating complex issues as needed, while suggesting improvements for business processes and quality control standards.
• Adhere strictly to company policies, safety regulations, and environmental management procedures to ensure workplace compliance and high-quality service delivery.

Qualifications and Experience

• Diploma degree in any relevant field.
• Freshers or candidates with up to 2 years of work experience are eligible.

Skills and Competencies

• Expertise in customer data management and relationship management.
• Strong customer focus and commitment to customer satisfaction measurement and surveys.
• Orientation towards service programs and ability to improve processes and maintain quality control.
• Ability to meet performance indicators consistently.

Company Profile

alfanar operates primarily in manufacturing and trading of electrical products across low to high voltage ranges, alongside offering solutions in renewable energy, oil and gas, water treatment, infrastructure, technical services, and digital innovations. Its main manufacturing site in Riyadh includes advanced facilities, laboratories with state-of-the-art technologies, and skilled personnel, reflecting the company’s commitment to quality and human capital development through supportive and empowering work environments.