Call Center Representative | alfanar Electric

Job Purpose

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

Toll-Free Call Reception and Customer Needs Identification

• Receive all incoming calls on the toll-free number, promptly identifying customer needs and providing appropriate solutions through active listening.

Ticket Creation and Data Entry

• Create tickets in the Cloud for Customers system with all necessary information, accurately documenting requests such as spare parts, maintenance, inquiries, commercial complaints, service requests, and warranty letters, while ensuring the accuracy of data entry.

Ticket Assignment and Follow-Up

• Assign tickets to the relevant parties based on the nature of the request and follow up on pending tickets to ensure they are closed in accordance with established guidelines, maintaining communication with customers throughout the process.

Voice Message Management

• Manage voice messages by contacting the caller's ID and creating tickets accordingly, ensuring all inquiries are addressed efficiently.

Call Transfer Management and Information Sharing

• Transfer all calls from the Unified Number to the appropriate internal extensions and share accurate information with customers when requested, maintaining professionalism in all interactions.

Professional Call Behavior and Outgoing Call Campaigns

• Maintain the right behavior during calls as per established protocols, and run outgoing call campaigns to engage customers for follow-ups or promotions.

Continuous Education and Target Achievement

• Frequently attend educational seminars to improve knowledge and performance levels, while consistently meeting personal and 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