Call Center Representative | alfanar Electric

Job Purpose

This position exists to assist in performing customer service (Call Center) tasks efficiently, in timely manner and quality standards as per the defined policies and procedures to achieve departmental operational plans and developments.

Key Accountability Areas

• Receive all calls on toll free.
• Identify the customer need and provide solutions.
• Create the tickets with the correct needed information on Cloud for Customers system.
• Tickets can be (Spare Parts request, Maintenance request, Inquires, commercial complaints, service request, Warranty Letters request).
• Assure the accuracy of data entry.
• To assign the ticket to the concerned parties.
• Follow up with the pending tickets and assure closing them as per the guidelines.
• Manage the voice messages by contacting the caller’s id and create the tickets accordingly.
• Transfer all calls of the Unified Number to the internal ext.#.
• Share the correct information with the customers; when asked.
• Maintain the right behavior during the call as per the protocol.
• Run outgoing calls campaigns.
• Frequently attend educational seminars to improve knowledge and performance level
• Meet personal/team qualitative and quantitative targets.

Role Accountability

HR Proficiency:

• Ability to obtain updated soft and technical skills related to the job
• To have a vision and a plan for the career path and how to achieve it.

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

Work Experience

Technical / Functional Competencies