Guest Relation Officer

Job Purpose:

To deliver friendly and efficient customer service and create a warm and welcoming atmosphere for all customers, with the key aim of retaining existing customers and attracting new ones.

Job Responsibilities:

• Greet and welcome customers in a confident and professional manner.
• Guide customers to the showroom, introduce them to the Sales Consultant, and arrange refreshments.
• Assist customers until a Sales Consultant becomes available.
• Contact customers two days after their visit to ensure a high level of customer service is maintained.
• Ensure walk-in customer details are captured, entered into the system as leads, and sent to the line manager on a daily basis.
• Create leads in Salesforce and transfer them to the Sales Consultant.
• Ensure all leads are followed up and converted, and report updates to the manager.
• Create leads from telephone inquiries and forward them to the Sales Team.
• Ensure all incoming calls are answered within three rings.
• Ensure all calls are transferred to the appropriate person within 45 seconds.
• Ensure timely submission of showroom tracker, first visit survey detailed report, SSI report, telephone inquiry report, delivery follow-up report, and other required reports.
• Be alert to any untoward activities occurring in the showroom and report them accordingly.
• Support the Delivery In-Charge/Delivery Manager in receiving vehicles in Oracle and updating the new vehicle stock ageing report (daily).
• Support the Delivery In-Charge/Delivery Manager in arranging showroom display vehicles and updating the ageing report (weekly/bi-weekly).
• Support the Delivery In-Charge in conducting physical stock checks (weekly).
• Support the Delivery In-Charge/Manager in maintaining and handling test drives (daily).
• Support in keeping records of maintenance for the test drive vehicle fleet.
• Prepare and support test drives for Sales Executives.
• Ensure customer feedback is collected and forwarded to the Branch Manager for review on a daily basis.
• Assist in obtaining required maintenance support from suppliers.
• Maintain stock inventory of supplies and report to the line manager accordingly.

Educational Qualification:

• High school diploma or equivalent; a degree in Hospitality, Business, or a related field is a plus.

Work Experience:

• Minimum 1–3 years of work experience in a similar role.
• Competencies:
• Proven experience in customer service, preferably in a showroom, retail, or hospitality setting.
• Strong communication and interpersonal skills.
• Excellent organizational skills and attention to detail.
• Ability to work under pressure and handle multiple tasks.
• Professional and friendly demeanor with a strong focus on customer satisfaction.
• Proficiency in Microsoft Office and showroom management software (preferred).Languages:

• English; Arabic is desirable.