Customer Service Technician | alfanar Eelctric

Job Purpose

This position exists to visiting clients’ sites to make maintenance for technical problem of standard projects 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 technical complaints on C4C and start processing them.
• Communicating with customers to understand the technical issue in detail and set up a visit schedule.
• Prepare all needed tools and products to handle the technical complaint.
• Assure full adherence to the agreed timelines with the customer.
• When providing in-site service; implement the communication protocol professionally.
• Prepare the technical feedback of the ticket through the C4C system.
• Upon request, provide marketing services to promote company’s new products or initiatives.
• Assure speed of service according to the set standards.
• Assure customer satisfaction according to clear & measured criteria.
• Return the defected items to the company stores.
• Report NCs and defected items on periodically manners.
• Assure full adherence to all processes and procedures of providing the service.
• Effectively and cautiously use the items at his custody (car, tools, I-pad, etc.) and maintain it always at good condition.
• Implement the self-assessment report for each visit.
• Committed to represent the company’s image, values, and principles in all his actions towards end-users.

Role Accountability

HR Proficiency:

• Communicate effectively with peers and supervisors and show openness to directions and feedback.

Delivery:

• Use tools and machinery within efficient cost and time.
• Execute the operational activities as per delivery schedules and work instructions.

Problem-Solving:

• Assist to solve any related issues arise and escalate any complex operational problems.

Quality:

• Implement the quality standards for products, processes, or related activities.

Business Process:

• Execute the tasks as per work routines and instructions.

Compliance:

• Comply to related policy, procedures, and processes.

Health, Safety, and Environment:

• Adhere to all Safety procedures and regulations.

Academic Qualification

Work Experience

Technical / Functional Competencies