Front Desk Officer at Mechanic on the Go

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