Receptionist

Receptionist – Job DescriptionWelcome 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 SpecificationsMinimum 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.