Job Summary

We are seeking a smart, proactive, and emotionally intelligent Front Desk Officer who can speak fluent English, articulate clearly, and make every customer feel understood and valued. This role requires someone who enjoys engaging people, has a passion for service, and thrives on communication. The ideal candidate is constantly in contact with clients on the phone, on WhatsApp, or in person and takes ownership of customer satisfaction, updates, and conversion.

You must be detail-oriented, tech-savvy, able to think quickly, and capable of working with minimal supervision. Your ability to follow through and keep things organized is essential.

Key Responsibilities

Customer Communication and Engagement


Serve as the first point of contact for all incoming communication via walk-in, phone calls, and WhatsApp
Speak fluent, articulate English and communicate with calmness, empathy, and confidence
Ensure that all customer inquiries are understood, well-addressed, and followed through
Break down technical issues into simple language customers can easily understand
Build strong rapport and trust with new and returning clients
Make customers feel at ease while keeping them informed on their service progress


Data Collection and Lead Management


Collect and record full customer details including Name, Phone Number, Car Make, Model, Year, and the specific issue or service requested
Ensure every customer who contacts MOTG is logged in the company database or Excel sheet
Track all leads and classify them as Hot, Warm, or Cold, depending on engagement level
Regularly update the lead status and follow up as required
Ensure a reliable customer database is always up to date and backed up


WhatsApp and Call Monitoring


Review the company WhatsApp daily, scrolling through all old and new chats to ensure no message or lead is missed
Study previous conversations to stay informed even when you were not part of the earlier engagement
Respond to messages clearly and promptly, maintaining professionalism at all times
Return all missed calls and follow up with every customer interaction


Client Updates and Follow-through


Maintain close contact with the service manager and workshop staff to gather real-time job updates
Provide customers with proactive updates without being reminded
Always take the lead on follow-ups for pending jobs, new inquiries, and inactive leads
Ensure no customer is left unattended, ignored, or confused about the status of their vehicle


Internal Collaboration


Communicate customer needs, issues, or follow-ups to technicians, service leads, or management as needed
Escalate unresolved problems responsibly and monitor them until resolved
Act as a bridge between customers and the team to ensure excellent service delivery


Required Qualities and Traits


Fluent in spoken English and articulate in writing
Strong emotional intelligence and ability to manage client expectations
Highly organized and reliable in record-keeping
Able to think on your feet and work without constant instruction once SOPs are provided
Genuinely passionate about customer service and solving client problems
Excellent phone etiquette and WhatsApp communication style
Fast, focused, and intentional about delivering results
Proficient in Excel, Google Sheets, and WhatsApp Business tools


Minimum Requirements


OND, HND, or equivalent experience in customer service or administrative support
2 year of experience in a similar role is preferred
Proficient in computer usage and data entry
Typing speed and communication clarity is essential
Must be available to work full-time on-site