Overview Of The Role:
The Customer Reception Host at Toyota Retail Aftersales is pivotal in delivering exceptional customer service as the first point of contact for visitors. The role involves welcoming customers, assisting them in connecting with the appropriate department, and ensuring smooth transitions, especially for those with scheduled appointments. Success in this role is measured by customer satisfaction scores and effective communication of customer needs. The host also addresses customer complaints, manages phone inquiries, and contributes to an efficient reception process, all while ensuring a safe and welcoming environment.
What You Will Do:
General
- Welcome customers with a warm and friendly demeanor to ensure a positive first impression and guarantee a 100% score in customer satisfaction metrics.
- Establish the reason for the customer visit and direct them to the appropriate department to meet their needs efficiently.
- Ensure customers with appointments are directed smoothly to the correct Service Advisor, providing a seamless transition and professional service.
- Provide a courteous and appreciative send-off to all departing customers, reinforcing the acknowledgment of their visit.
- Timely report and escalte customer complaints to the Reception Manager to ensure complete resolution and customer satisfaction.
- Answer all incoming phone calls and manage appointment scheduling in coordination with the Customer Engagement Contact Centre.
- Facilitate the complete customer journey by assisting with reception duties when Service Advisors are not available.
- Report any health and safety issues that might impact customers or associates.
Required Skills To Be Successful:
- Excellent communication skills to interact effectively with a diverse range of customers.
- Strong organizational skills to manage customer flow and appointments efficiently.
- Ability to handle customer complaints and elevate them appropriately for resolution.
- Experience in using scheduling and customer service software to manage appointments and interactions.
What Qualifies You For The Role:
- High School Diploma or equivalent educational background.
- 2-3 years of experience in customer service, showcasing an ability to manage customer interactions effectively.
- Strong planning and organizing skills to manage the reception efficiently.
- Proficiency in managing customer interactions and providing high-level customer service.
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