موظف استقبال

Key Responsibility & Authority

Works with customers and colleagues across the Retailer to build relationships with customers and deliver an outstanding customer experience.

Key Activities

Provides a warm, genuine welcome for every customer and develops the conversation to make a personal connection by finding out about their work, family, lifestyle, or interests.

• Recognizes returning customers, uses their name and builds on previous conversations to personalize the interaction and make them feel special.

• Offers hospitality (refreshments, magazines etc.) to customers who will be waiting in the Customer Lounge.

• Builds rapport with customers by displaying positive body language, listening attentively, acknowledging what the customer tells them and regularly checking understanding of the customer’s requirements.

• Asks questions to establish the customer’s requirements (e.g., service/repair, new or Approved vehicle) and guide them to the next step.

• Adapts own approach to be easy to do business with and provide what the customer wants from their visit to the Retailer.

• Manages several sets of customers by moving between groups to maintain contact and respond to their needs.

• Where appropriate, introduces the appropriate colleague to discuss specific requirements (e.g., a Sales Executive or Service Advisor) and provides a summary of the customer’s requirements. •

Throughout the interaction with the customer, spots opportunities to talk about promotions.

• Manages the reception environment and ambience (e.g., lighting, music, general tidiness and cleanliness) in accordance with operational guidelines.

• Records and updates the customer’s details on the Lead Management System and Customer Database to record information that can be used to deliver a personalized, dependable experience to the customer in the future.

Requirements

• Excellent verbal and written communication (in English and Arabic is a plus)
• Professional telephone etiquette
• Active listening and clear articulation
• Friendly and polite customer interaction
• Handling incoming calls, emails, and visitors efficiently
• Managing front desk operations and visitor logs
• Filing, recordkeeping, and basic data entry
• Time management and multitasking