Call Center Representative | Electric

Call Center Representative | alfanar Electric

Requisition : 25833

To deliver high-quality customer service by managing inbound and outbound calls, accurately processing service requests and complaints, and ensuring timely follow-up and resolution in accordance with company standards and customer satisfaction goals.

Toll-Free Call Reception and Customer Needs Identification

• Receive and handle all incoming calls through the toll-free number promptly and professionally.
• Actively listen to customers to accurately identify their needs and provide appropriate solutions or guidance.

Ticket Creation and Data Entry

• Create detailed service tickets in the Cloud for Customers (C4C) system for various requests including spare parts, maintenance, inquiries, complaints, service needs, and warranty documentation.
• Ensure accurate and complete data entry for all customer interactions and requests.

Ticket Assignment and Follow-Up

• Assign tickets to the relevant internal departments or personnel based on the nature of the request.
• Monitor and follow up on open tickets to ensure timely resolution and closure in line with service level agreements.
• Maintain clear and proactive communication with customers throughout the process.

Voice Message and Call Management

• Handle recorded voice messages by retrieving caller details, initiating contact, and logging new tickets as needed.
• Transfer calls from the Unified Number to the appropriate departments or extensions and respond to customer queries with accurate and up-to-date information.

Customer Interaction and Campaign Execution

• Demonstrate professional behavior and communication skills during all customer interactions.
• Conduct outbound calling campaigns for follow-ups, surveys, or promotional activities as required.

Performance and Development

• Participate in ongoing training sessions, workshops, and seminars to enhance product knowledge and service skills.
• Consistently meet or exceed assigned individual and team performance targets in both quality and quantity metrics.

HR Proficiency:

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

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 elevate 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 automation opportunities as much as possible.

Compliance:

• Comply with 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.

Diploma degree in any relevant field.

Fresher - 0-2 years.

• Customer Data Management
• Customer Focus
• Customer Relationship Management
• Customer Satisfaction Measurement
• Customer Satisfaction Surveys
• Customer Service
• Customer Service Orientation
• Customer Service Programs
• Performance Indicators
• Process Improvement
• Quality Control