• Description: 

  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 is involved in:

  • Electrical, Electromechanical and Civil Engineering Construction
  • Manufacturing and Marketing Electrical Construction Products
  • Allied Engineering Services

   

  Our Main Divisions:

  • alfanar electric
  • alfanar Construction
  • alfanar Building Systems

   

  alfanar electric

  alfanar electric is the industrial arm of alfanar, manufacturing a variety of low, medium and high voltage electrical construction products.

   

  alfanar electric operates industries in:

  • Riyadh and Jubail, Saudi Arabia
  • Dubai, UAE
  • London, UK

  alfanar has a development and engineering center in Chennai, India.

   

  Industrial Complex, Riyadh

  The center of alfanar’s industrial activities is alfanar Industrial Complex situated in the Third Industrial Zone on Al-Kharj Road, Riyadh.

  Spread across 700,000 square meters, the Complex houses alfanar’s facilities.

  The Complex has a comprehensive infrastructure including a data and communication center as well as a commercial zone.

  Job Purpose

  This position exists to 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

  • Receive all calls on toll free.
  • Identify the customer need and provide solutions.
  • Create the tickets with the correct needed information on Cloud for Customers system.
  • Tickets can be (Spare Parts request, Maintenance request, Inquires, commercial complaints, service request, Warranty Letters request).
  • Assure the accuracy of data entry.
  • To assign the ticket to the concerned parties.
  • Follow up with the pending tickets and assure closing them as per the guidelines.
  • Manage the voice messages by contacting the caller’s id and create the tickets accordingly.
  • Transfer all calls of the Unified Number to the internal ext.#.
  • Share the correct information with the customers; when asked.
  • Maintain the right behavior during the call as per the protocol.
  • Run outgoing calls campaigns.
  • Frequently attend educational seminars to improve knowledge and performance level
  • Meet personal/team qualitative and quantitative targets.

  Management 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.

SENIOR MARKET RESEARCH SYSTEMS SPECIALIST| alfanar Electric, Riyadh, Saudi Arabia