Customer Service Technician

Company Overview

alfanar is a Saudi-based company with a global footprint, specializing in manufacturing and trading a broad range of electrical products from low to high voltage. Their operations extend to renewable energy solutions, oil and gas, water treatment, infrastructure, technical services, and digital solutions. The Medinet alfanar Alsinaiya complex in Riyadh spans 700,000 square meters, outfitted with cutting-edge manufacturing and testing facilities, staffed by highly skilled professionals. The company values quality and continually invests in its employees, fostering an empowering and proactive work culture.

Job Purpose

The role centers on assisting in the resolution of customer technical issues, delivering timely support, and ensuring high-quality service. Maintaining up-to-date product knowledge and accurate records of all customer interactions is crucial for sustaining customer satisfaction.

Key Responsibilities

• Support troubleshooting and promptly resolve customer issues, ensuring efficient case management.
• Engage with clients to understand their technical concerns, providing appropriate support or escalating when necessary.
• Maintain quality service delivery by adhering to company guidelines and continuously seeking improvements.
• Document customer interactions thoroughly, including troubleshooting steps, resolutions, and feedback, to keep comprehensive case histories.
• Keep abreast of product updates and technological changes, learning new tools to enhance support capabilities.
• Communicate effectively within teams, accepting directions and feedback positively.
• Employ tools and equipment with efficiency, managing costs and time prudently.
• Execute operational tasks according to delivery schedules and instructions.
• Assist in resolving operational challenges, escalating complex issues as needed.
• Follow quality standards rigorously for products and processes.
• Perform routine tasks as per established work instructions.
• Adhere to all relevant company policies, procedures, and compliance requirements.

Qualifications & Experience

• High School diploma or equivalent in a relevant discipline.
• Between 2 to 4 years of professional experience.

Technical Skills & Competencies

• Strong customer focus and relationship management.
• Experience measuring and improving customer satisfaction.
• Orientation towards delivering exceptional customer service.