Guest Relation Officer

Role Overview

Guest Relation Officer at AWR Group. The role delivers friendly, efficient customer service and creates a warm and welcoming atmosphere for all customers, with the key aim of retaining and attracting new customers.

Role Purpose

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

Key Responsibilities

Customer Service & Welcome

• Greet and welcome customers in a confident and professional manner.
• Guide customers to the showroom, introduce them to the Sales Consultant, and arrange for refreshments.
• Assist customers until a sales consultant becomes available.
• Ensure all incoming calls are answered within three rings.
• Ensure all calls are transferred to the right person within 45 seconds.
• Collect customer feedback and forward it to the Branch Manager for review on a daily basis.

Lead Management & CRM

• Capture walk-in customer details, enter them in the system as leads, and send to line manager on a daily basis.
• Create leads in Salesforce and transfer to the sales consultant.
• Ensure all leads are converted and report to the manager.
• Create leads from telephone inquiries and send to the Sales Team.

Customer Relationship & Follow-up

• Contact customers after two days of their visit to ensure a high level of customer service is maintained.

Reporting & Administration

• Submit showroom tracker, first visit survey detailed report, SSI report, telephone inquiries, delivery follow-up report, and other reports as required on a timely basis.
• Support the Delivery in Charge or Delivery Manager in receiving vehicles on Oracle and updating the new vehicles stock ageing report on a daily basis.
• Support the Delivery in Charge or Delivery Manager in arranging showroom display vehicles and updating the ageing report on a weekly or biweekly basis.
• Support the Delivery in Charge in conducting a physical stock check on a weekly basis.

Test Drive & Fleet Management

• Support the Delivery in Charge or Manager in maintaining and handling test drives on a daily basis.
• Maintain records of maintenance on the fleet of test drive vehicles.
• Prepare in support of test drives for Sales Executives.

Showroom Operations & Security

• Report any untoward activities occurring in the showroom.
• Assist in obtaining required maintenance and support suppliers.
• Keep a stock inventory of supplies and report to line manager accordingly.

Qualifications & Experience

• High school diploma or equivalent; a degree in hospitality, business, or related field is a plus.
• Minimum 1–3 years of work experience in a similar role.

Skills & 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 focus on customer satisfaction.
• Proficiency in Microsoft Office and showroom management software (preferred).
• English language proficiency; Arabic is desirable.