Job Description
Receptionist – Job Description - Welcome customers warmly and professionally, understand their needs, and direct them to the appropriate department or service. - Serve as the first point of contact for customers, ensuring a professional and positive experience from arrival to departure. - Handle customer inquiries through phone, SMS, email, WhatsApp, and other communication channels, ensuring timely and professional responses. - Provide clear and accurate information regarding vehicle services, maintenance requirements, promotions, pricing, offers, and service procedures. - Schedule, confirm, reschedule, and follow up on service appointments while maintaining an accurate and well-organized service calendar. - Monitor appointment attendance and analyze customer no-shows by category and reason to support the development and implementation of effective customer retention plans. - Proactively contact no-show customers, service-due customers, and new customers to generate additional workshop appointments and improve customer retention and workshop traffic. - Receive, record, and assess customer complaints, coordinate with the relevant departments, and follow up on corrective actions until the customer’s concern is properly resolved. - Maintain accurate and up-to-date customer records, including appointment history, inquiries, complaints, and follow-up activities. - Coordinate closely with Service Advisors, Workshop Teams, and other relevant departments to ensure smooth customer handling and timely resolution of requests. - Follow up with customers after service visits when required to ensure satisfaction and identify opportunities for improvement. - Monitor customer feedback and identify recurring concerns or service gaps, escalating significant issues to management. - Prepare accurate daily, weekly, and monthly reports covering appointments, no-shows, customer follow-ups, complaints, inquiries, and workshop traffic. - Support customer retention and service campaigns by contacting targeted customer groups and promoting available services and offers. - Maintain confidentiality of customer information and ensure compliance with company policies and customer service standards. - Maintain a professional appearance and reception environment that reflects the company’s brand and service standards. Job Specifications - Minimum 2 years of relevant experience in customer service, reception, automotive service, or a similar customer-facing role. - Previous experience in an automotive dealership or service center is highly preferred. - Professional appearance, positive attitude, and a strong customer-oriented mindset. - Excellent customer service, communication, and interpersonal skills. - Fluent in Arabic and English, both written and verbal. - Strong telephone etiquette and professional written communication skills. - Proficiency in Microsoft Office, particularly Microsoft Excel and Outlook. - Strong organizational and time-management skills with excellent attention to detail. - Ability to manage multiple priorities and work effectively in a fast-paced workshop environment. - Strong follow-up and problem-solving skills. - Ability to handle customer complaints professionally and maintain composure under pressure. - Proactive approach to customer engagement, appointment generation, and retention. - Ability to work collaboratively with Service Advisors, Technicians, Workshop Management, and other departments. - Strong reporting and data-analysis skills with the ability to identify trends and provide meaningful insights.
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