Female Receptionist- Saudi

Overall Job Purpose

Develops Customer Relationships

• Builds effective relationships with customers, striving to meet and exceed their expectations
• Follow-up with the lead to invite them to the showroom and records information provided
• Communicates clearly, asking questions to find out what assistance and information customers require and records information provided
• Ensures colleagues in Sales teams are provided with accurate customer details
• Ensures all customer queries are dealt with in a professional and friendly manner
• Ensures all telephone calls are dealt with according to Dealership standards and guidelines
• Handles dissatisfied customers courteously, involving the relevant colleague or manager to achieve a resolution
• Encourages visitors to browse the showroom and use the facilities available while they wait
• Introduces colleagues to meet the customer’s needs
• Introduces relevant members of the team to the customer, ensuring that the colleague concerned is aware of the customer’s requirements
• Maintains contact with the customer throughout their visit to ensure satisfaction and acknowledges them when they leave
• Monitors visitors outside the showroom (e.g. on the forecourt) and makes the relevant colleague aware so they can greet the customer
• Maintains the showroom environment
• Ensures the reception area is staffed and kept clean and tidy at all times in order to uphold Dealership standards
• Maintains the showroom environment including customer waiting area (e.g. lighting, heating, music, TV screen and general tidiness and cleanliness) in accordance with dealer guidelines
• Works with the management team to support promotions or events with changes to the showroom environment (e.g. changes to support themed promotions)
• Works as a full member of the Dealership team
• Works with colleagues across the Dealership to achieve team objectives
• Works with colleagues across the Dealership to investigate and resolve customer complaints
• Understands and follows Stellantis operational guidelines
• Ensures opportunities for sales are followed up by the appropriate colleague
• Contributes to local marketing activity defined by Sales teams
• Maintains a professional manner and high standards of personal presentation at all times
• Uses feedback to improve own skills and performance
• Adheres to legal, environmental and health and safety requirements, ensuring the safety and security of people, vehicles and property at all times, reporting any known faults or hazards

Key Success Criteria

• Customer satisfaction targets (e.g. NPS, mystery shop, upstream sales funnel)
• Process delivery/compliance (e.g. telephone queries answered and resolved within the agreed number of rings)
• Experience: Minimum of 1 year experience
• Education: Bachelor’s degree
• Excellent knowledge of Microsoft Excel, PowerPoint and Word
• Note: Only Saudi nationals currently based in Saudi Arabia with experience in the automotive industry will be considered for this role.
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