Customer Service Technician

About alfanar

alfanar is a Saudi-based company with a global footprint, specializing in the manufacturing and trading of a diverse range of electrical products across low, medium, and high voltage levels. Alongside electrical products, the company provides conventional and renewable energy solutions, oil and gas services, water treatment, infrastructure projects, technical services, and digital solutions. Its main manufacturing hub is Medinet alfanar Alsinaiya in Riyadh, a sprawling 700,000 square-meter complex outfitted with advanced technology and staffed by skilled professionals. The firm attributes its achievements to maintaining excellent quality standards and continuously developing its workforce, fostering a dynamic and empowering workplace where employees are valued and motivated.

Role Overview

The Customer Service Technician will support the resolution of customer issues by delivering prompt technical assistance and ensuring high-quality service standards. The role involves gaining thorough knowledge of the products, maintaining detailed records of interactions, and focusing on customer satisfaction.

Primary Responsibilities

• Troubleshoot and resolve customer issues efficiently, ensuring timely case management.
• Engage directly with customers to understand technical problems and provide solutions or escalate issues when necessary.
• Maintain service quality by adhering to company guidelines and working to enhance service delivery.
• Document customer interactions meticulously, including steps taken and outcomes, ensuring clear records.
• Stay updated on product innovations and technical updates to improve support quality.

Additional Duties

• Interact effectively with colleagues and supervisors, demonstrating openness to feedback and instructions.
• Operate tools and machinery efficiently, balancing time and cost factors.
• Perform operational tasks aligned with schedules and instructions.
• Assist in resolving operational challenges and escalate complex issues as needed.
• Adhere to quality standards for products and processes.
• Follow established business routines, policies, and procedures consistently.

Qualifications & Experience

• High school diploma or equivalent in any relevant discipline.
• 2 to 4 years of relevant work experience.

Technical Competencies

• Strong customer focus and relationship management skills.
• Ability to measure and enhance customer satisfaction.
• Orientation towards delivering excellent customer service.