Job Purpose
Alfanar Electric is looking for a customer-focused and professional Call Center Representative to join its team. The successful candidate will handle inbound and outbound calls, respond to customer inquiries, register service requests, manage complaints, and coordinate with internal departments to ensure timely resolution.
This role is suitable for freshers and candidates with up to 2 years of experience who have strong communication, customer service, and problem-solving skills. The position requires accurate data entry, effective ticket management, and a commitment to delivering excellent customer experiences.
Key Responsibilities
1. Inbound Call Handling and Customer Support
Receive and manage incoming calls through the company’s toll-free number in a professional and timely manner.
Listen carefully to customers to understand their requirements, concerns, and service needs.
Provide accurate information, guidance, and appropriate solutions to customer inquiries.
Maintain a positive and professional approach during every customer interaction.
2. Customer Service Requests and Ticket Creation
Create and maintain service tickets in the Cloud for Customers (C4C) system.
Register customer requests related to spare parts, maintenance, technical inquiries, complaints, warranties, and other service requirements.
Ensure all customer information and interaction details are entered accurately.
Maintain updated records of customer communications and service requests.
3. Ticket Assignment and Follow-Up
Assign customer tickets to the appropriate internal departments or responsible personnel.
Monitor pending tickets and follow up to ensure timely resolution.
Track service requests and support closure within agreed service level agreements (SLAs).
Keep customers informed about request progress and resolution status.
4. Outbound Calls and Voice Message Management
Retrieve and respond to recorded voice messages by contacting customers and understanding their requirements.
Register new service tickets based on customer messages and requests.
Transfer calls from the unified customer service number to the relevant departments or extensions.
Conduct outbound calling campaigns for customer follow-ups, feedback surveys, and promotional activities when required.
5. Customer Satisfaction and Performance
Maintain professional communication and strong customer relationships.
Support customer satisfaction initiatives and service quality improvement activities.
Participate in training sessions, workshops, and seminars to improve product knowledge and customer service skills.
Achieve assigned individual and team targets for call handling, service quality, and productivity.
General Job Responsibilities
Complete assigned tasks according to operational plans and delivery schedules.
Use company resources efficiently while meeting quality, cost, and time requirements.
Prepare periodic reports highlighting work progress, performance, and deviations.
Resolve routine operational issues and escalate complex matters to the appropriate teams.
Follow company policies, procedures, work instructions, and quality standards.
Identify opportunities to improve customer service processes and support workflow automation.
Maintain compliance with health, safety, and environmental requirements.
Academic Qualification
– Diploma degree in any relevant field.
Work Experience
Freshers are welcome to apply.
0–2 years of experience in customer service, call center operations, or a related field is preferred.