Guest Relation Officer

At AWR Group, we are at work for a planet that prospers. A world that serves all generations

those of today, and those yet to come. We’re a group of companies, transforming businesses of today and building purposeful ventures for the future. Our greatest endeavour is to enhance the lives of all generations we touch. We are AWR Group. We embrace generation next.

Job purpose: (Use one or two sentences to state the major purpose, objective or function of the position and the end result it is intended to accomplish.)

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

Job responsibilities: (These are thefundamental job duties regularly performed by the employee in the position.)

· Greet and welcome customers confidently and professional manner

· Guide the customers to the showroom, introduce them to the Sales Consultant and arrange for refreshments.

· Assisting the customers till a sales consultant becomes available.

· Contacting the customers after two days of their visit to ensure maintaining high level of customer service.

· Ensure to capture walk-in customer details, enter them in the system as leads and send it to line manager on daily basis

· Create the lead in Salesforce and transfer to the sales consultant

· Ensure all leads are converted and report to the manager

· Creating Leads from Telephone Inquiries and send it to the Sales Team.

· To ensure all incoming calls gets answered within three rings

· To ensure all calls will be transferred to the right person within 45 seconds

· Timely submission of showroom tracker, first visit survey detailed report, SSI report, telephone inquiries, delivery follow up report and other reports as required.

· Be alerted to any untoward activities occurring in the showroom, etc. and report accordingly.

· Support the Delivery in charge/Delivery Manager in Receiving vehicles on oracle and updating the new vehicles Stock ageing report – (Daily)

· Support the Delivery in charge/Delivery Manager in arranging the showroom display vehicles & updating the ageing report – (weekly/biweekly.)

· Support the Delivery in charge in conducting a physical stock check – (Weekly)

· Support the Delivery in charge/Manager in maintaining & handling test drives. (Daily)

· Support in keeping records of maintenance on the Fleet of Test drive vehicles.

· Preparation in support of test drives to Sales Executive’s.

· Ensure to collect customer feedback and forward the same to Branch Manager for review on daily basis. (Daily)

· Assist in obtaining the required maintenance and support suppliers

· Keep a stock inventory of supplies and report to line manager accordingly

The above statements are intended to describe the general nature and level of work performed by people assigned to this job function. They are not intended to be construed as an exhaustive list of all job duties performed. Management reserves the right to revise or amend duties at any time.

Educational Qualification

(Consider Education/Experience type and minimum level; Special skills; Certifications and licenses etc.)

· High school diploma or equivalent; a degree in hospitality, business, or related field is a plus.

Work Experience

(Consider work experience requirement to do the job; x of years.)

· Minimum 1-3 year of work experience in the similar role

Competencies

(Consider certain technical skills to do the job, Analytical Skills, Persuasives, Strategic Thinking etc.)

· 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.

· A professional and friendly demeanor with a focus on customer satisfaction.

• Proficiency in Microsoft Office and showroom management software (preferred).

Languages

· English, Arabic is desirable