SR.ENGINEER, CUSTOMER SERVICE

<p>Select how often (in days) to receive an alert:</p><p>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.</p><p><b>alfanar</b><b>is involved in:</b></p><ul><li>Electrical, Electromechanical and Civil Engineering Construction</li><li>Manufacturing and Marketing Electrical Construction Products</li></ul><p><b>Our Main Divisions:</b></p><p>alfanar electric is the industrial arm of alfanar, manufacturing a variety of low, medium and high voltage electrical construction products.</p><p><b>alfanar electric operates industries in:</b></p><ul><li>Riyadh and Jubail, Saudi Arabia</li><li>Dubai, UAE</li><li>London, UK</li></ul><p>alfanar has a development and engineering center in Chennai, India.</p><p>The center of alfanar’s industrial activities is alfanar Industrial Complex situated in the Third Industrial Zone on Al-Kharj Road, Riyadh.</p><p>Spread across 700,000 square meters, the Complex houses alfanar’s facilities.</p><p>The Complex has a comprehensive infrastructure including a data and communication center as well as a commercial zone.</p><p>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.</p><h3>Key Accountability Areas</h3><p>Customer Interaction&Support</p><ul><li>Respond to customer inquiries through various channels (phone, email, chat) in a courteous, empathetic, and professional manner.</li><li>Act as the first point of contact for technical and service-related concerns, providing expert guidance and support.</li><li>Assist customers with troubleshooting and resolution of issues related to products and services.</li></ul><p>Inquiry Management&Ticketing</p><ul><li>Create and manage service tickets to track, prioritize, and follow up on customer requests efficiently.</li><li>Evaluate the nature and urgency of each inquiry to determine proper routing or escalation.</li><li>Prioritize and categorize inquiries based on predefined criteria and service levels.</li></ul><p>Cross-Functional Coordination</p><ul><li>Forward inquiries to relevant departments promptly for timely resolution.</li><li>Escalate urgent or high-impact issues to appropriate internal stakeholders or management.</li><li>Act as a liaison between the customer service team and other departments to ensure clear communication and alignment.</li></ul><p>Data Analysis&Reporting</p><ul><li>Analyze customer service data to identify trends, recurring issues, and opportunities for proactive resolution.</li><li>Generate periodic reports on inquiry volumes, response times, resolution rates, and overall customer service performance.</li><li>Support initiatives to optimize service efficiency and quality based on data insights.</li></ul><p>Documentation&Systems</p><ul><li>Maintain detailed and accurate records of all customer interactions, including issues raised, actions taken, and outcomes.</li><li>Use CRM or relevant service tools to log interactions and update customer history.</li></ul><p>Process Improvement&Quality Assurance</p><ul><li>Implement and uphold customer service standards, policies, and procedures.</li><li>Contribute to the development and refinement of service workflows and escalation protocols.</li><li>Provide feedback and recommendations to improve service delivery, tools, and customer experience.</li></ul><p>Customer Feedback&Continuous Improvement</p><ul><li>Collect and analyze customer feedback to identify pain points and service gaps.</li><li>Communicate insights to relevant departments to support product or service improvements.</li><li>Champion a customer-centric culture by promoting responsiveness and quality in service delivery.</li></ul><h3>Role Accountability</h3><ul><li>Ability to obtain updated soft and technical skills related to the job</li></ul><p>Delivery:</p><ul><li>Perform the planned activities to meet the operational and development targets as per delivery schedules.</li><li>Utilize resources effectively to achieve objectives within efficient cost and time.</li><li>Provide a periodic report formatted by detailing the deviation and execution of planned tasks.</li></ul><p>Problem-Solving:</p><ul><li>Solve any related problems arise and escalate any complex operational issues.</li></ul><p>Quality:</p><ul><li>Ensure quality requirements to develop effective quality control and processes including specifications for products or processes or related activities.</li></ul><p>Business Process Improvements:</p><ul><li>Coordinate well-defined written systems, policies, procedures, and seek automations opportunities as much as possible.</li></ul><p>Compliance:</p><ul><li>Comply to related