Customer Service/ Front Desk (Emirati National)

Job Summary: We are looking for a professional and customer-oriented Customer Service Executive to manage front desk operations, handle customer enquiries, coordinate service appointments, and address customer complaints. The ideal candidate should have excellent communication and interpersonal skills, with the ability to ensure a positive customer experience and maintain high customer satisfaction. Key Responsibilities 1. Front Desk & Customer Service • Welcome and greet customers visiting the service centre in a professional and friendly manner. • Attend to walk-in customers, telephone calls, emails, and online enquiries. • Understand customer requirements and direct them to the relevant departments. • Manage customer appointments and coordinate with the Service Advisors and workshop team. • Maintain accurate customer records and update customer information in the system. • Ensure the reception area is organised and presentable. 2. Complaints Handling & Customer Relations • Receive, record, and address customer complaints and concerns professionally. • Investigate customer issues by coordinating with Service Advisors, Workshop Managers, and relevant departments. • Follow up on pending complaints and ensure timely resolution. • Escalate unresolved or serious complaints to the concerned management. • Maintain a complaints register and prepare regular reports on customer feedback. • Communicate professionally with dissatisfied customers and ensure appropriate solutions are provided. • Monitor customer satisfaction and identify areas for service improvement. 3. Coordination & Administration • Coordinate with internal departments to ensure smooth customer service operations. • Follow up with customers regarding service updates, vehicle delivery, and pending concerns. • Assist in preparing daily and monthly customer service reports. • Maintain proper documentation of customer interactions, feedback, and complaints. • Ensure customer enquiries are handled within the company's service standards. Qualifications & Requirements • Bachelor's degree or Diploma in Business Administration, Customer Service, or a related field. • 2–3 years of experience in customer service, front desk, or complaints handling. • Experience in the automotive industry or car service centre will be an added advantage. • Excellent verbal and written communication skills in English. • Strong customer handling, interpersonal, and problem-solving skills. • Ability to handle difficult customers and resolve complaints professionally. • Good knowledge of MS Office and customer management systems. • Ability to multitask and work in a fast-paced environment.