Swatch Group تعلن عن وظيفة مستقبل وإداري في الرياض

Receptionist & Admin - Saudis only

Job Purpose

To manage front desk operations, provide administrative support, and coordinate customer service activities for the Service Center. The Receptionist & Administrative Coordinator is responsible for ensuring professional visitor handling, efficient communication, accurate administrative documentation, smooth service coordination, and excellent customer experience while supporting day-to-day business operations.

Key Responsibilities

1. Front Office & Reception Duties

• Welcome visitors, clients, and guests in a professional and courteous manner.
• Manage incoming telephone calls and direct inquiries to the appropriate departments.
• Maintain visitor registration logs and coordinate visitor access in accordance with company procedures.
• Ensure the reception area remains organized, professional, and aligned with company standards.
• Coordinate meeting room bookings and visitor arrangements when required.
• Receive and distribute incoming mail, courier deliveries, and official correspondence.
• Maintain accurate reception records and administrative logs.
• Ensure all assigned Excel trackers and administrative records remain updated.
• Perform other reception-related duties assigned by management.

2. Administrative Support

• Prepare letters, memos, reports, and routine business correspondence.
• Maintain organized electronic and physical filing systems.
• Support departments with administrative documentation and data entry.
• Coordinate travel arrangements, appointments, and internal meetings when assigned.
• Assist HR and Administration with scheduling, documentation, and follow-up activities.
• Maintain accurate administrative records and ensure document confidentiality.
• Support office administration and daily coordination activities.

3. Service Center Customer Coordination

• Welcome walk-in customers visiting the Service Center and provide professional assistance.
• Register customer information and create work orders for walk-in customers and retailer service requests.
• Communicate repair status updates to customers via telephone and email.
• Respond to customer inquiries regarding service orders, repair progress, and collection arrangements.
• Coordinate customer appointments and service follow-up activities.
• Escalate customer concerns to the Service Center Manager when necessary.
• Maintain professional customer communication throughout the service process.

4. Service Documentation & Administration

• Photograph all watches received for service in accordance with company procedures.
• Verify customer information and service documentation before processing.
• Prepare Proforma Invoices for outsourced repair services.
• Prepare shipping descriptions and supporting documentation for outsourced watches.
• Process and monitor Local Purchase Orders (LPOs).
• Prepare Daily Service Reports (DSR) and submit them to the Finance Department.
• Maintain complete and accurate service documentation and records.
• Ensure all service-related documentation is properly filed and traceable.

5. Operational Coordination

• Coordinate with Service Center technicians regarding work order status.
• Coordinate with Logistics for outgoing and incoming repair shipments.
• Follow up on outsourced repair orders and monitor turnaround times.
• Coordinate with Finance regarding invoicing and service documentation.
• Support operational reporting and daily administrative activities.
• Ensure effective communication between internal departments and customers.

Authority & Accountability

• Act as the first point of contact for visitors and Service Center customers.
• Coordinate administrative and customer service activities within assigned responsibilities.
• Operate company administrative and service management systems.
• Maintain confidentiality of customer, employee, and company information.
• Coordinate directly with internal departments to support daily operations.
• No authority to approve financial transactions, service pricing, or official company documents unless formally delegated.

Key Performance Indicators (KPIs)

Front Office Performance

• Incoming Call Response Time
• Visitor Satisfaction
• Reception Coverage Compliance
• Administrative Task Completion Rate

Customer Service

• Customer Response Time
• Customer Satisfaction Score
• Customer Update Compliance
• Customer Inquiry Resolution Time

Service Administration

• Work Order Accuracy
• Service Documentation Accuracy
• Photo Registration Compliance
• DSR Submission Accuracy
• LPO Processing Timeliness
• Proforma Invoice Accuracy

Administrative Performance

• Record Accuracy
• Filing Accuracy
• Zero Lost Documents
• Excel Tracker Accuracy

Qualifications & Experience

• Bachelor’s degree in business administration or a related field preferred.
• Previous experience in Reception, Administration, Customer Service, or Service Coordination.
• Experience using Microsoft Office applications.
• Excellent organizational and communication skills.
• Ability to handle multiple tasks in a fast-paced environment.
• Good command of English and Arabic (spoken and written).

Core Competencies

Customer Service Competencies

• Customer Relationship Management
• Communication Skills
• Complaint Handling
• Service Coordination

Administrative Competencies

• Documentation Management
• Data Entry Accuracy
• Time Management
• Organizational Skills

Behavioral Competencies

• Professionalism
• Attention to Detail
• Confidentiality
• Accountability
• Reliability
• Teamwork
• Adaptability

Working Relationships

Internal

• HR Manager
• HR Team
• Customer Service Manager
• Watchmakers & Technicians
• Finance Department
• Logistics Department
• All Internal Departments

External

• Customers
• Retailers
• Courier Companies
• Visitors
• Vendors
• External Service Providers

Work Environment

• Office-based role with responsibilities shared between the Corporate Reception and the Service Center reception area, depending on business requirements.
• Requires continuous interaction with visitors, customers, employees, and external stakeholders while maintaining a professional image and high service standards.