Overview Of The Role:
- * The Customer Reception Host is responsible for providing excellent support to all customers visiting Al Futtaim Motors. As the first point of contact, the host identifies and satisfies customer needs, ensuring a seamless experience from entry to exit. Success in this role is measured through customer satisfaction scores and effective management of customer complaints. Reporting to the Retail Service Manager, the host plays a crucial role in facilitating the customer journey, coordinating appointments, and promoting the brand's commitment to quality service.
What You Will Do:General
- Ensure customers receive the world's warmest welcome upon entering the branch to guarantee a 100% performance score.
- Establish the reason for customer visits and direct them to the appropriate department to ensure their needs are met and maintain a 100% score in performance indicators.
- Direct customers with appointments to the correct Service Advisor, ensuring a smooth transition and professional service.
- Ensure all customers receive a warm send off upon exiting the branch to make them feel acknowledged and cared for.
- Raise customer complaints and escalate them to the Reception Manager promptly to ensure complete solutions.
- Answer incoming phone calls, and schedule or reschedule appointments by coordinating with the Customer Engagement Contact Centre.
- Assist in the facilitation of the complete customer journey and manage health and safety issues.
- Filter and manage the complaint cycle, and follow up on no-shows.
- Manage electronic Vehicle Health Checks (eVHC) effectively.
Required Skills To Be Successful:
- * Excellent communication and interpersonal skills.
- Ability to handle customer complaints and resolve issues effectively.
- Strong organizational and multitasking abilities.
- Experience in appointment scheduling and customer service coordination.
What Qualifies You For The Role:
- * High School Diploma.
- 2-3 years of experience in customer service.
- Strong skills in planning and organizing.
- Proficiency in customer interaction and management.
