Customer Service Representative

Job Purpose:

As the primary point of contact for customers and visitors, you will be responsible for delivering a welcoming and professional front-desk experience that reflects the company's high standards. This role includes handling inquiries and feedback, providing prompt and effective solutions, and coordinating with internal teams to ensure customer satisfaction. The ideal candidate will possess excellent communication skills, a solution-oriented mindset, and a genuine passion for customer service in a fast-paced, premium environment.

Key Responsibilities:

• Customer Interaction & First Impression: Serve as the first point of contact for all customers and visitors in person, by phone, or email. Provide a warm, professional, and culturally appropriate greeting to ensure a positive first impression.
• Issue Resolution & Escalation: Handle customer complaints and concerns efficiently and professionally. Escalate unresolved issues to the appropriate teams and follow through to ensure resolution and customer satisfaction.
• Cross-Departmental Coordination: Collaborate with internal departments such as operations, maintenance, security, and IT to address customer needs effectively. Ensure smooth service delivery through clear and timely communication.
• Product & Service Knowledge: Maintain up-to-date knowledge of the company's services, facilities, policies, and ongoing initiatives to assist customers accurately and confidently.
• Customer Follow-Up & Feedback: Proactively follow up with customers on open issues, service delivery, or feedback. Keep customers informed and ensure their satisfaction is achieved.
• Data Entry & Documentation: Accurately record customer interactions, visitor logs, and service requests in the system. Maintain confidentiality and ensure data integrity in all records.
• Order & Request Handling: Support the processing of customer requests, such as facility bookings, access permissions, or service forms. Ensure timely and error-free handling of all transactions.
• Customer Relationship & Retention: Build trust and rapport with customers through attentive and personalized service. Strive to enhance customer loyalty by delivering consistently high-quality experiences.
• Sales & Service Promotion Support: Identify and promote additional services, offers, or loyalty programs when appropriate. Assist in communicating campaigns and seasonal promotions to customers.

Key Performance Indicators (KPI's):

• Customer Satisfaction Score (CSAT): Measures how satisfied customers are with the service received at the front desk. A high score reflects positive customer experience.
• First Response Time: Tracks how quickly the employee responds to initial inquiries from visitors or callers. Faster responses improve perceived service quality.
• Issue Resolution Time: Evaluates the average time it takes to resolve customer issues or escalate them to the appropriate department. Prompt resolutions enhance trust.
• Repeat Complaints Rate: Measures the percentage of recurring complaints from the same customer. Lower rates indicate effective problem-solving and customer retention.
• Visitor Check-In Accuracy: Assesses the precision and completeness of visitor registration, including issuing access cards and logging visitor details.
• Internal Coordination Efficiency: Gauges how effectively the employee communicates and collaborates with other departments to fulfill customer or visitor needs.
• Documentation Compliance: Reflects the consistency and accuracy of recording interactions, requests, and visitor data in the system as per company standards.
• Professional Appearance & Area Readiness: Ensures the front desk employee maintains a professional image and that the reception area is always clean, organized, and welcoming.
• Upselling or Referral Success Rate (if applicable): Measures the success of promoting additional services or offers during customer interactions, helping enhance service value.
• Attendance & Punctuality: Tracks the employee's consistency in adhering to scheduled working hours, which supports overall operational reliability.

Qualification and Experience:

• Diploma in Hospitality Management, Business Administration, or Customer Service.
• IELTS Certification with a minimum score of 5.5, or an equivalent qualification, to ensure effective communication in English with international guests and stakeholders.
• Microsoft Office Certification, with demonstrated proficiency in Outlook, Excel, and Teams, to support daily administrative tasks and internal coordination.
• Minimum of 2 years' experience in a front desk or customer-facing role.
• Proficiency in Arabic and English, both spoken and written.