Job Description

Requisition ID: 25833

City Customer Servic

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

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.

Key Accountability Areas

Toll-Free Call Reception and Customer Needs Identification

• 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 or guidance

Ticket Creation and Data Entry

• 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
• Ensure accurate and complete data entry for all customer interactions and requests

Ticket Assignment and Follow-Up

• Assign tickets to the relevant internal departments or personnel based on the nature of the request
• Monitor and follow up on open tickets to ensure timely resolution and closure in line with service level agreements
• Maintain clear and proactive communication with customers throughout the process

Voice Message and Call Management

• Handle recorded voice messages by retrieving caller details, initiating contact, and logging new tickets as needed
• Transfer calls from the Unified Number to the appropriate departments or extensions and respond to customer queries with accurate and up-to-date information

Customer Interaction and Campaign Execution

• Demonstrate professional behavior and communication skills during all customer interactions
• Conduct outbound calling campaigns for follow-ups, surveys, or promotional activities as required

Performance and Development

• Participate in ongoing training sessions, workshops, and seminars to enhance product knowledge and service skills
• Consistently meet or exceed assigned individual and team performance targets in both quality and quantity metrics

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 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 automations opportunities as much as possible.

Compliance:

• Comply to related policy and 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/services.

Academic Qualification

Diploma Degree in Any relevant field

Work Experience

Fresher - 0-2 years

Technical / Functional Competencies

Customer Data ManagementCustomer FocusCustomer Relationship ManagementCustomer Satisfaction MeasurementCustomer Satisfaction SurveysCustomer ServiceCustomer Service OrientationCustomer Service ProgramsPerformance IndicatorsProcess ImprovementQuality Control