Customer Service Engineer | alfanar Electric

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Description:

Requisition : 25448

City: Customer Servic

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.

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• Ability to obtain updated soft and technical skills related to the job

• 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…