Receptionist and CRM Coordinator

Role Overview

The position involves overseeing front desk operations by warmly greeting and assisting customers, managing inquiries, scheduling appointments, and maintaining overall customer satisfaction. Additionally, the role supports Customer Relationship Management (CRM) tasks by following up with clients to ensure effective communication throughout their engagement.

Key Responsibilities

• Greet and welcome customers with professionalism and friendliness.
• Manage reception duties by directing visitors to relevant departments or personnel.
• Promptly respond to incoming phone calls, inquiries, and messages.
• Arrange and coordinate customer appointments and service reservations.
• Accurately input and maintain customer information within the CRM system.
• Keep customer records and contacts updated and organized.
• Conduct follow-up communications regarding scheduled appointments, services rendered, feedback collection, and outstanding needs.
• Collaborate with Service Advisors, Sales, Workshop, and other teams to resolve customer questions.
• Track customer requests ensuring timely resolution and closure.
• Handle complaints courteously and escalate issues when necessary.
• Carry out customer satisfaction follow-ups and obtain feedback.
• Assist in strategies related to customer retention and relationship development.
• Generate basic CRM reports and document daily customer interactions.
• Maintain cleanliness and tidiness of the reception area consistently.
• Undertake additional administrative and customer service tasks as assigned by management.