Job Description

Job Purpose
Responsible for delivering a positive customer experience by welcoming customers, providing guidance, handling inquiries and feedback, managing customer flow, and coordinating with internal teams.

Key Responsibilities
Welcome and assist customers professionally.
Issue tokens and explain procedures, waiting times, and required documents.
Guide customers to the appropriate departments and facilities.
Handle inquiries, feedback, and routine complaints.
Resolve issues within authority and escalate complex concerns when required.
Coordinate with internal departments to ensure smooth customer flow.
Maintain accurate records and follow up on complaints and incidents.
Maintain a clean, safe, and professional service area.
Follow confidentiality, safety, infection-control, and organizational policies.
Requirements
Higher Secondary School Certificate (12th Standard) or equivalent.
Good spoken and written English.
Additional languages such as Arabic, Hindi, Malayalam, or Urdu are an advantage.
Strong customer-service, communication, computer, teamwork, and problem-solving skills.
Ability to work under pressure and handle high customer volumes.
Professional appearance, patience, and positive attitude.
KPIs
Customer satisfaction and service quality.
Accuracy and efficiency in customer guidance and token management.
Waiting-time and customer-flow management.
Timely complaint escalation and reporting.
Attendance, professionalism, teamwork, and compliance.