Receptionist & Admin - Saudis only
Job Purpose
To manage front desk operations, provide administrative support, and coordinate customer service activities for the Service Center. The Receptionist & Administrative Coordinator is responsible for ensuring professional visitor handling, efficient communication, accurate administrative documentation, smooth service coordination, and excellent customer experience while supporting day-to-day business operations.
Key Responsibilities
1. Front Office & Reception Duties
- Welcome visitors, clients, and guests in a professional and courteous manner.
- Manage incoming telephone calls and direct inquiries to the appropriate departments.
- Maintain visitor registration logs and coordinate visitor access in accordance with company procedures.
- Ensure the reception area remains organized, professional, and aligned with company standards.
- Coordinate meeting room bookings and visitor arrangements when required.
- Receive and distribute incoming mail, courier deliveries, and official correspondence.
- Maintain accurate reception records and administrative logs.
- Ensure all assigned Excel trackers and administrative records remain updated.
- Perform other reception-related duties assigned by management.
2. Administrative Support
- Prepare letters, memos, reports, and routine business correspondence.
- Maintain organized electronic and physical filing systems.
- Support departments with administrative documentation and data entry.
- Coordinate travel arrangements, appointments, and internal meetings when assigned.
- Assist HR and Administration with scheduling, documentation, and follow-up activities.
- Maintain accurate administrative records and ensure document confidentiality.
- Support office administration and daily coordination activities.
3. Service Center Customer Coordination
- Welcome walk-in customers visiting the Service Center and provide professional assistance.
- Register customer information and create work orders for walk-in customers and retailer service requests.
- Communicate repair status updates to customers via telephone and email.
- Respond to customer inquiries regarding service orders, repair progress, and collection arrangements.
- Coordinate customer appointments and service follow-up activities.
- Escalate customer concerns to the Service Center Manager when necessary.
- Maintain professional customer communication throughout the service process.
4. Service Documentation & Administration
- Photograph all watches received for service in accordance with company procedures.
- Verify customer information and service documentation before processing.
- Prepare Proforma Invoices for outsourced repair services.
- Prepare shipping descriptions and supporting documentation for outsourced watches.
- Process and monitor Local Purchase Orders (LPOs).
- Prepare Daily Service Reports (DSR) and submit them to the Finance Department.
- Maintain complete and accurate service documentation and records.
- Ensure all service-related documentation is properly filed and traceable.
5. Operational Coordination
- Coordinate with Service Center technicians regarding work order status.
- Coordinate with Logistics for outgoing and incoming repair shipments.
- Follow up on outsourced repair orders and monitor turnaround times.
- Coordinate with Finance regarding invoicing and service documentation.
- Support operational reporting and daily administrative activities.
- Ensure effective communication between internal departments and customers.
Authority & Accountability
- Act as the first point of contact for visitors and Service Center customers.
- Coordinate administrative and customer service activities within assigned responsibilities.
- Operate company administrative and service management systems.
- Maintain confidentiality of customer, employee, and company information.
- Coordinate directly with internal departments to support daily operations.
- No authority to approve financial transactions, service pricing, or official company documents unless formally delegated.
Key Performance Indicators (KPIs)
Front Office Performance
- Incoming Call Response Time
- Visitor Satisfaction
- Reception Coverage Compliance
- Administrative Task Completion Rate
Customer Service
- Customer Response Time
- Customer Satisfaction Score
- Customer Update Compliance
- Customer Inquiry Resolution Time
Service Administration
- Work Order Accuracy
- Service Documentation Accuracy
- Photo Registration Compliance
- DSR Submission Accuracy
- LPO Processing Timeliness
- Proforma Invoice Accuracy
Administrative Performance
- Record Accuracy
- Filing Accuracy
- Zero Lost Documents
- Excel Tracker Accuracy
Qualifications & Experience
- Bachelor's degree in business administration or a related field preferred.
- Previous experience in Reception, Administration, Customer Service, or Service Coordination.
- Experience using Microsoft Office applications.
- Excellent organizational and communication skills.
- Ability to handle multiple tasks in a fast-paced environment.
- Good command of English and Arabic (spoken and written).
Core Competencies
Customer Service Competencies
- Customer Relationship Management
- Communication Skills
- Complaint Handling
- Service Coordination
Administrative Competencies
- Documentation Management
- Data Entry Accuracy
- Time Management
- Organizational Skills
Behavioral Competencies
- Professionalism
- Attention to Detail
- Confidentiality
- Accountability
- Reliability
- Teamwork
- Adaptability
Working Relationships
Internal
- HR Manager
- HR Team
- Customer Service Manager
- Watchmakers & Technicians
- Finance Department
- Logistics Department
- All Internal Departments
External
- Customers
- Retailers
- Courier Companies
- Visitors
- Vendors
- External Service Providers
Work Environment
- Office-based role with responsibilities shared between the Corporate Reception and the Service Center reception area, depending on business requirements.
- Requires continuous interaction with visitors, customers, employees, and external stakeholders while maintaining a professional image and high service standards.
