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Call Center Representative | alfanar Electric
Description : 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 documentationEnsure accurate and complete data entry for all customer interactions and requestsTicket Assignment and Follow-Up
Assign tickets to the relevant internal departments or personnel based on the nature of the requestMonitor and follow up on open tickets to ensure timely resolution and closure in line with service level agreementsMaintain clear and proactive communication with customers throughout the processVoice Message and Call Management
Handle recorded voice messages by retrieving caller details, initiating contact, and logging new tickets as neededTransfer calls from the Unified Number to the appropriate departments or extensions and respond to customer queries with accurate and up-to-date informationCustomer Interaction and Campaign Execution
Demonstrate professional behavior and communication skills during all customer interactionsConduct outbound calling campaigns for follow-ups, surveys, or promotional activities as requiredPerformance and Development
Participate in ongoing training sessions, workshops, and seminars to enhance product knowledge and service skillsConsistently meet or exceed assigned individual and team performance targets in both quality and quantity metricsRole Accountability
HR Proficiency :
Ability to obtain updated soft and technical skills related to the jobDelivery :
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
Diploma Degree in Any relevant field
Work Experience
Fresher - 0-2 years
Technical / Functional Competencies
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
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