Call Center Representative
alfanar
full-time
Posted on:
Location Type: Office
Location: Saudi Arabia
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Job Level
Tech Stack
About the role
- Job Purpose: 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.
- Key Accountability Areas: 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.
Requirements
- Academic Qualification: Diploma Degree in Any relevant field
- Work Experience: Fresher - 0-2 years
- Technical / Functional Competencies: Customer Data Management
- Technical / Functional Competencies: Customer Focus
- Technical / Functional Competencies: Customer Relationship Management
- Technical / Functional Competencies: Customer Satisfaction Measurement
- Technical / Functional Competencies: Customer Satisfaction Surveys
- Technical / Functional Competencies: Customer Service
- Technical / Functional Competencies: Customer Service Orientation
- Technical / Functional Competencies: Customer Service Programs
- Technical / Functional Competencies: Performance Indicators
- Process Improvement
- Quality Control
Benefits
- 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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Customer Data ManagementCustomer Relationship ManagementCustomer Satisfaction MeasurementCustomer Satisfaction SurveysCustomer ServiceData EntryTicket CreationPerformance IndicatorsProcess ImprovementQuality Control
Soft skills
Customer FocusCustomer Service OrientationActive ListeningProfessional CommunicationProactive CommunicationProblem SolvingTeam CollaborationTime ManagementAdaptabilityAttention to Detail