Title: Guest Relation Agent
Job Purpose
Provides the maximum delighted customer experience in the branch through handling inquiries and solving all potential complaint(s).
Technical Accountabilities
Handling Branch Patients
- Welcomes walk-in patients in the branch and offer assistance to ensure delighted customer experience.
- Attends to special guests (VIPs), guides and answers to their Inquiries to ensure proper ALFA Scan representation.
- Interferes with the Receptionists in case any delay is taking place to ensure the lowest Waiting Time.
- stays connected with the customers during their journey inside the branch to ensures all processes are up to standards in Alfa Scan branches.
- Guide and endorse customer to record their feedback on the Feedback Stand to ensure reflecting the true customers satisfaction.
Potential Complaints Handling
- Approaches potential angry customer or customer with more than average waiting time to interfere, absorb customer negative energy and resolve customer issue to ensures excellent service standards.
- Interferes with the branch different departments in case of related customer complaints to excellent customer experience.
Administrative Accountabilities
Managerial Accountabilities
Measures
- Attendance
- Appearance
- Feedback Stand Score
- NPS
Communication and working relationships
Daily verbal/ written/ phone communication with all internal concerned team leaders.
Job latitude / decision making authority
Works within defined policies procedures and work processes.
Knowledge, skills and abilities (KSA's)
- Bachelor Degree from an accredited University
- fresh Graduate
- Professional skills in Arabic and English language both spoken and written
- Professional communication, and influencing skills.
- Strong PC skills in MS office
Competencies
- Adaptability
- Customer Centricity
- Quality Orientation