Concierge Executive

Job Purpose

The Concierge Executive is responsible for providing exceptional customer service to Lexus Customers, ensuring a seamless and personalized experience. This role involves assisting customers with inquiries, complaints, and service requests while facilitating efficient communication between departments. The Concierge Executive will ensure that all customer concerns are handled with the utmost professionalism and care, striving for customer satisfaction in all interactions.

Principal Accountabilities

• Handle customer inquiries, requests, and complaints efficiently, collaborating with sales and CRM teams for resolution.
• Organize test drives, service appointments, and deliveries, ensuring a personalized service.
• Assist in coordinating test drives, service appointments, and vehicle deliveries, ensuring customer needs are met in a timely and organized manner.
• Act as the main point of contact between customers and other departments, addressing special requests and following up on feedback.
• Assist in arranging customer meetings with the CRM managment for in-depth issue resolution and satisfaction
• Coordinate with sales, service, and logistics teams to schedule appointments, deliveries, and pickups.
• Provide personalized, luxury service that enhances the overall customer experience.
• Follow up with customers post-interaction to ensure satisfaction and gather feedback.
• Plan and coordinate customer events, VIP meetings, and exclusive Lexus activities.
• Assist with showroom operations to create a welcoming and comfortable environment for customers.
• Maintain accurate records of customer interactions, complaints, and resolutions.
• Prepare reports on customer feedback to identify service improvement opportunities.

Required Qualifications

• 3 - 5 years of relevant experience
• Diploma or Bachelors degree
• Customer Service & Sales background is a must
• Fluency in Arabic and English
• Collaborative personality
• Excellent communication skills