Purpose of the Job

To provide a professional, friendly and efficient reception service for Al Mouj Muscat to all visitors, callers and internal customers.

Primary Duties & Responsibilities:

• Ensure that the reception desk/switchboard is staffed according to the management

direction at all times. Generally, between 07:30 to 16:00, 8:00 to 16:30, and 08:30

to17:00, 09:30 to 18:00. (Subject to change at management discretion)

• Welcome all visitors into head office/Customer Service environment and deal with

appropriately in accordance with the highest customer service standards.

• Answer all calls within 3 rings; respond appropriately and professionally, to all telephone

enquiries. (If the recipient is unavailable, take a message and pass on within 15 minutes)

• Maintain and manage service levels in line with agreed KPI’s and performance targets.

• When required, responsible for the overseeing and management of the inbound

customer service email id, logging and recording all inbound emails received, forwarded

to involved party and producing reports and maintain daily logs.

• Out of office hours ensure answer machine/telephone system activated as appropriate.

• Ensure all answer machine messages are retrieved and distributed immediately

Postal Services:

• Open all post other than P & C and Personal first thing in the morning, date stamp and

distribute as appropriate.

• Record and distribute courier packages.

• Frank or stamp all outgoing post and ensure ready for collection at appropriate time

Faxes:

• Record and distribute faxes within 10 minutes of receipt

• Ensure sufficient fax paper in machines at all times (If appropriate).

Office Organization/Presentation:

• Ensure that the reception area is kept clean and tidy.

• Ensure reception area is kept free of newspapers and personal effects.

• Ensure the Meeting Rooms are kept tidy.

• Report any shortfalls to office facilities manager log and follow up.

• Ensure that guests are properly welcomed and asked for refreshments/drinks…etc. as

soon as they walk-in.

Office Administration:

• To be aware of departmental Health and Safety policy and report any potential reaches

to Head of Department.

• To maintain visitors book – who, who they are meeting, check-in and check-out.

• Issue visitor passes for guests.

• Book and schedule the management of meeting of meeting rooms

• Maintain Customer Service vehicles log book and schedule.

• Maintain Customer Service vehicles cleanness and maintenance.

• Maintain hospitality items.

Call Centre:

• To cover the Call Centre Executive(s) (CCE) when required and as instructed by the line

manager.

• To provide a high standard/excellent customer service in telephone interaction.

General:

• Be prepared to undertake any other duties within your capabilities as and when required.

• Immaculate appearance with name badge visible at all times.

• Be prepared for shift working “if required”

Education & Experience:

• Minimum High School Diploma

• 1-2 Years’ experience working in a results driven service industry

ideally from property, development/FM/hospitality background

• Experience working within a customer service environment

Skills & Competencies:

1. General:

• IT Proficient and experience of working with databases and Customer

Service Systems

• Planning & Organizing

• Persuasive Communication and Influencing Skills

• Creative Problem Solving

• Making Decisions

• A team player

Results oriented

• Excellent communication skills

• Demonstrates drive and resilience

• Positive and highly motivated towards achieving objectives

2. Communications:

• Effective writing/reporting

• Presentations in wide variety of situations, on variety of topics

• Relationship development/maintenance

• Internal communications

• Fluency in English & Arabic both verbal and written

3. Understanding and living Core Values:

• Bold

• Passionate

• Togetherness