Customer Service Engineer | alfanar Electric

Job Purpose

To serve as the primary technical and communication interface between the customer and the organization, ensuring a high level of customer satisfaction by managing inquiries, resolving product or service-related issues, and facilitating cross-functional coordination. The role also supports continuous improvement through data analysis and process enhancement.

Key Accountability Areas

Customer Interaction & Support

• Respond to customer inquiries through various channels (phone, email, chat) in a courteous, empathetic, and professional manner.
• Act as the first point of contact for technical and service-related concerns, providing expert guidance and support.
• Assist customers with troubleshooting and resolution of issues related to products and services.

Inquiry Management & Ticketing

• Create and manage service tickets to track, prioritize, and follow up on customer requests efficiently.
• Evaluate the nature and urgency of each inquiry to determine proper routing or escalation.
• Prioritize and categorize inquiries based on predefined criteria and service levels.

Cross-Functional Coordination

• Forward inquiries to relevant departments promptly for timely resolution.
• Escalate urgent or high-impact issues to appropriate internal stakeholders or management.
• Act as a liaison between the customer service team and other departments to ensure clear communication and alignment.

Data Analysis & Reporting

• Analyze customer service data to identify trends, recurring issues, and opportunities for proactive resolution.
• Generate periodic reports on inquiry volumes, response times, resolution rates, and overall customer service performance.
• Support initiatives to optimize service efficiency and quality based on data insights.

Documentation & Systems

• Maintain detailed and accurate records of all customer interactions, including issues raised, actions taken, and outcomes.
• Use CRM or relevant service tools to log interactions and update customer history.

Process Improvement & Quality Assurance

• Implement and uphold customer service standards, policies, and procedures.
• Contribute to the development and refinement of service workflows and escalation protocols.
• Provide feedback and recommendations to improve service delivery, tools, and customer experience.

Customer Feedback & Continuous Improvement

• Collect and analyze customer feedback to identify pain points and service gaps.
• Communicate insights to relevant departments to support product or service improvements.
• Champion a customer-centric culture by promoting responsiveness and quality in service delivery.

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

Work Experience

Technical / Functional Competencies