Customer Service Engineer | alfanar Eelctric

Requisition ID:16212 

CityCustomer 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.

Job Purpose

This Position exists to perform engineering tasks efficiently, in timely manner and quality standards as per the defined policies and procedures to achieve departmental operational plans and developments.

Key Accountability Areas

Customer Interaction:

• Engage with customers via phone, email, chat, and other channels in a courteous, empathetic, and professional manner.

  
  

• Serve as the initial point of contact for customer inquiries and concerns.

  
  

Ticket Management:

• Create and manage tickets to track and prioritize customer requests.

  
  

• Ensure tickets are updated with accurate and detailed records of customer interactions.

  
  

Inquiry Evaluation and Resolution:

• Assess the nature and urgency of customer inquiries to determine the appropriate resolution approach.

  
  

• Categorize and prioritize inquiries based on established criteria.

  
  

• Forward inquiries to relevant departments promptly for resolution.

  
  

• Escalate urgent or complex issues to appropriate personnel when required.

  
  

Data Analysis and Reporting:

• Analyze customer service data to identify trends and recurring issues.

  
  

• Generate performance reports on inquiry volumes, response times, and resolution rates.

  
  

Customer Support:

• Assist customers with troubleshooting and resolving issues related to products or services.

  
  

• Maintain an in-depth understanding of the company’s offerings to provide accurate assistance.

  
  

Communication and Collaboration:

• Act as the liaison between the customer service center and other departments, ensuring smooth communication and information flow.

  
  

• Share customer feedback with relevant teams to support continuous improvement initiatives.

  
  

Standards and Procedures:

• Implement and enforce customer service standards and procedures.

• Ensure compliance with established guidelines to maintain service excellence.

  
  

Feedback and Improvement:

• Gather and analyze customer feedback to identify improvement areas.

  
  

• Collaborate with teams to develop proactive solutions and enhance customer satisfaction.

  
  

Role 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.

Academic Qualification
Bachelor Degree in Electrical Engineering


Work Experience
2 to 4 Years


Technical / Functional Competencies
Customer Conflict Management
Customer Development
Customer Document Analysis
Customer Engagement Best Practices
Customer Focus
Customer Knowledge
Customer Profiling
Customer Relationship Management
Customer Satisfaction Measurement
Customer Satisfaction Surveys
Customer Service
Customer Service Oriented