Job Purpose
The Aftersales Receptionist is responsible for providing professional customer service and administrative support within the automotive service department. The role serves as the first point of contact for customers visiting the dealership and helps ensure a smooth and positive customer experience from arrival through vehicle collection.
The position involves customer reception, appointment management, telephone and digital communication, documentation, customer coordination, and support for Service Advisors and workshop teams. Performance is supported by customer satisfaction, accurate appointment scheduling, efficient communication, and adherence to dealership service standards.
Key Responsibilities
Customer Reception and Front Desk Management
- Welcome customers professionally when they arrive at the Lexus service center.
- Direct customers to the appropriate Service Advisor or relevant department.
- Handle incoming telephone calls, WhatsApp messages, emails, and customer enquiries.
- Provide customers with clear and professional information about aftersales services.
- Maintain a clean, organized, and welcoming reception area.
Service Appointment Management
- Manage customer service appointments in the dealership’s appointment management system.
- Process both scheduled appointments and walk-in customer visits.
- Confirm daily service bookings with customers and communicate appointment changes or expected waiting times.
- Coordinate with Service Advisors to manage customer appointments and help prevent overbooking.
- Ensure customer and vehicle appointment information is accurately recorded and updated in the designated system.
Customer Communication and Support
- Provide information about service procedures, estimated waiting times, required documentation, and customer processes.
- Assist customers with vehicle status enquiries when Service Advisors are unavailable.
- Contact customers when vehicles are ready for collection or delivery.
- Communicate professionally with customers through telephone, email, and approved digital channels.
- Escalate customer concerns to the appropriate Service Advisor or management team when required.
Administrative and Documentation Support
- Prepare and maintain service-related documents, appointment records, and customer information.
- Assist with printing invoices and providing customers with required copies.
- Maintain accurate records of customer visits, telephone calls, appointments, and vehicle movement.
- Ensure customer and vehicle information is recorded accurately and confidentially.
Coordination with Service Advisors and Workshop
- Support Service Advisors with customer queue management and communication.
- Coordinate information between the reception desk, service advisors, workshop, and parts departments.
- Help maintain an efficient customer flow throughout the aftersales service process.
- Monitor vehicle delivery and collection procedures to ensure accurate handover coordination.
- Support the service team during busy periods to minimize customer waiting times.
Customer Satisfaction and Service Quality
- Deliver a high standard of customer service and professional communication.
- Handle basic customer enquiries and concerns and escalate more complex issues appropriately.
- Support customer satisfaction initiatives, including CSV and NPS feedback processes.
- Maintain a customer-focused approach throughout the service journey.
- Contribute to achieving dealership customer experience and service quality standards.
Compliance and Process Adherence
- Follow Lexus and dealership policies, procedures, and customer handling standards.
- Maintain confidentiality and accuracy when handling customer and vehicle information.
- Follow approved processes for appointment management, documentation, and customer communication.
- Maintain punctuality, attendance, and professional workplace standards.
Additional Support Duties
- Assist in preparing the reception area for audits, campaigns, and special events.
- Support Service Advisors and the aftersales team during peak customer periods.
- Assist with service reminders, promotional materials, customer notifications, and other dealership activities.
- Perform other customer service and administrative duties as assigned.
Required Skills
- Excellent customer service and interpersonal skills.
- Strong verbal and written communication abilities.
- Good knowledge of customer relationship management (CRM) systems.
- Experience with appointment scheduling and customer management software.
- Strong organizational and time-management skills.
- Excellent attention to detail and accuracy.
- Ability to multitask and prioritize work in a fast-paced automotive service environment.
- Professional appearance and customer-focused approach.
- Ability to work effectively with Service Advisors, workshop teams, parts teams, and customers.
Qualifications and Experience
- High school diploma or equivalent qualification.
- Additional customer service or administrative certification is an advantage.
- 1–2 years of experience in a customer-facing or front-desk role, preferably within the automotive industry.
- Experience using appointment management systems, CRM software, or dealership customer management systems.
- Strong communication skills with a clear focus on customer service and satisfaction.
Job Details
Job Title: Aftersales Receptionist
Location: Dubai, United Arab Emirates
Company: Al-Futtaim Motors – Lexus
Eligibility: UAE National / UAEN Talent