Overview Of The Role:
- The Customer Reception Host plays a crucial role as the first point of contact for customers visiting Al Futtaim Motors. The role is essential in providing a seamless customer journey, starting from their arrival at the branch to their departure. Success is measured by customer satisfaction scores and the ability to manage customer interactions efficiently, ensuring all customer needs are promptly addressed. The host is responsible for coordinating with different departments to facilitate customer visits, addressing complaints, and scheduling appointments. This role demands exceptional customer service skills and the ability to handle queries professionally to maintain the brand's high service standards.
What You Will Do:
Customer Interaction
- Ensure customers receive the World's Warmest Welcome upon entering the branch to achieve a 100% score on performance indicators.
- Establish the reason for the customer's visit and guide them to the appropriate department, ensuring their needs are met.
- Ensure customers with appointments are directed to the correct Service Advisor, ensuring a smooth transition and professional service.
Customer Satisfaction
- Ensure all customers receive a warm send-off upon exiting the branch, making them feel acknowledged and valued.
- Raise customer complaints and escalate them to the Reception Manager promptly to ensure a complete resolution.
Communication & Coordination
- Ensure all incoming phone calls are answered and appointments are scheduled or rescheduled by coordinating with the Customer Engagement Contact Centre.
Additional Responsibilities
- Report health and safety issues that might affect customer and associate health.
- Assist with customer reception when Service Advisors are unavailable.
- Filter and manage the customer complaint cycle, including follow-up on No Shows.
- Manage eVHC and report on the customer interaction process.
Skills
Required Skills To Be Successful:
- Exceptional customer service skills.
- Effective communication and interpersonal skills.
- Ability to multi-task and prioritize under pressure.
- Proficiency in managing customer complaints and escalations.
What Qualifies You For The Role:
- High School Diploma or equivalent.
- 2-3 years of experience in customer service roles.
- Strong skills in planning and organizing.
- Expertise in customer interaction and management.
