Call Center Representative

About the role

The Call Center Representative will deliver high‑quality customer service by handling inbound and outbound calls, processing service requests, and ensuring timely resolution. This position supports alfanar Electric’s commitment to customer satisfaction and operational excellence.

Key responsibilities

• Receive and manage all incoming toll‑free calls professionally, identifying customer needs and providing appropriate solutions.
• Create detailed service tickets in the Cloud for Customers (C4C) system for spare parts, maintenance, inquiries, complaints, and warranty documentation.
• Assign tickets to relevant internal departments, monitor progress, and ensure closure within service level agreements.
• Handle recorded voice messages, retrieve caller details, initiate contact, and log new tickets as required.
• Conduct outbound calling campaigns for follow‑ups, surveys, or promotional activities.
• Participate in training sessions to enhance product knowledge and meet performance targets.

Required profile

• Ability to acquire updated soft and technical skills related to the role.
• Commitment to follow company policies, procedures, and health, safety, and environmental standards.
• Proactive problem‑solving and escalation of complex operational issues.
• Focus on continuous process improvement and quality control.