Call Center Representative

Requisition ID:27201  

Job Country:    [[country]] 

Job City:          [[filter3]]  

 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 Building Systems

   alfanar Construction is classified as a Grade I contractor by the Contractors Classification Committee of the Government of Saudi Arabia.

  alfanar Building Systems manufactures and markets a variety of building construction products and systems. .

The core manufacturing activities of the industries operating under alfanar Building Systems are:

   • Façade cladding, glazing systems and architectural aluminum products

   • Precast concrete products and architectural elements

   • Real estate development

Job Purpose

Providing excellent customer service by handling inbound and outbound calls, addressing customer inquiries, resolving issues, and promoting products or services. Ensure customer satisfaction, support customer retention, and contribute to the overall success of the company through effective communication and problem-solving skills.

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 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.

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.

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
Diploma Degree in Not Applicable


Work Experience
Fresher - 0-2 years


Technical / Functional Competencies
Customer Service
Product Knowledge
Customer Communication
Problem Solving