Call Center Representative – Customer Service

About the role

We are looking for a Call Center Representative to deliver high‑quality customer service for alfanar Electric. The role involves handling inbound and outbound calls, creating service tickets, and ensuring timely resolution in line with company standards.

Key responsibilities

• Receive and handle all incoming toll‑free calls promptly and professionally, identifying customer needs.
• Create detailed service tickets in the SAP Cloud for Customer (C4C) system for requests such as spare parts, maintenance, and warranty documentation.
• Assign tickets to relevant internal departments, monitor progress, and follow up to meet service level agreements.
• Transfer calls from the unified number to appropriate departments and provide accurate information.
• Manage recorded voice messages, retrieve caller details, and log new tickets as required.
• Maintain clear communication with customers throughout the ticket lifecycle.
• Conduct outbound calling campaigns for follow‑ups, surveys, or promotional activities.
• Participate in training sessions to enhance product knowledge and service skills.

Required profile

• Diploma degree in any relevant field.
• 0‑2 years of experience (fresh graduate).
• Ability to acquire updated soft and technical skills related to the role.
• Demonstrate professional behavior and communication skills during all customer interactions.
• Consistently meet or exceed individual and team performance targets.