Front Desk Executive at JIJEDAPT Human Resources Consult Limited

Job Purpose

• The Front Desk Executive is responsible for delivering exceptional customer service by managing customer enquiries, receiving and processing service orders, operating the laundry management system, coordinating order fulfilment and ensuring a seamless customer experience from order acceptance to final collection or delivery.

Key Responsibilities
Customer Service:

• Serve as the first point of contact for customers and visitors.
• Receive, attend to and resolve customer enquiries in a professional manner.
• Build and maintain positive customer relationships to enhance customer satisfaction and retention.

Order Management:

• Receive, inspect and register customer items.
• Generate customer job cards, invoices and receipts using the laundry management software.
• Accurately tag and track customer garments throughout the service process.
• Coordinate customer collections and delivery schedules.

Laundry Software Administration:

• Operate the laundry management software for order processing, tracking and billing.
• Maintain accurate customer records and transaction history.
• Monitor job status and update customers on service progress where required.
• Ensure data accuracy and proper documentation within the system.

Customer Experience:

• Handle customer complaints and escalate operational issues where necessary.
• Follow up on pending orders and ensure timely customer communication.
• Promote the Company's products, services and customer loyalty programmes.

Administrative Support:

• Maintain an organized front office and reception area.
• Prepare daily transaction summaries and customer service reports.
• Support stock monitoring of customer consumables and packaging materials.
• Perform other administrative duties assigned by Management.

Additional Information:
Functional Relationships:

• Production & Fulfilment Supervisor, Customer Experience Team, Business Development Team and Logistics Personnel.

Key Performance Indicators (KPIs)

• Customer Satisfaction Rating
• Order Entry Accuracy
• Customer Complaint Resolution
• Billing Accuracy
• Turnaround Time for Order Processing
• Customer Retention
• Front Desk Efficiency
• Accuracy of Laundry Software Records

Qualifications & Experience

• National Diploma (ND), Higher National Diploma (HND) or Bachelor's Degree in Business Administration, Marketing, Hospitality Management or a related discipline.
• Must have 3–5 years' experience in a professional laundry, dry-cleaning or garment care organisation.
• Hands-on experience using laundry management software is mandatory.
• Good working knowledge of Microsoft Office applications.

Core Competencies:

• Customer Service Excellence
• Laundry Management Software
• Cash Handling & Billing
• Communication & Interpersonal Skills
• Attention to Detail
• Problem Solving
• Time Management
• Professional Appearance
• Sales & Customer Relationship Management
• Record Keeping

Authority:

• The Front Desk Executive is authorized to receive customer orders, register and process transactions, issue invoices and receipts, coordinate customer collections and deliveries, update records in the laundry management system, and resolve routine customer service issues within approved procedures.

Strategic Role:

• The Front Desk Executive is the face of the business and plays a critical role in creating positive customer experiences. By ensuring accurate order processing, effective use of the laundry management system and professional customer engagement, the role contributes directly to service quality, customer loyalty, operational efficiency and the continued growth of the Integrated Cleaning Services Business Unit.