Front Desk Representative Specialist

Job Title Front Desk Representative Specialist
Sector Operations
Department FLIP
Section FLIP Operations
Unit FLIP Back Office
Report To FLIP Back Office Manager
Location Port Sudan
Main Job Purpose:
The primary objective of this role is to create a positive first impression of Sudani by serving as the primary
point of contact for FLIP customers. This role involves delivering exceptional customer service, resolving
issues, and providing accurate product information. Additionally, facilitate smooth customer flow, direct
customers to appropriate teams, and support sales initiatives. Moreover, maintain accurate records and
ensure all interactions align with company standards.
Duties & Responsibilities:
1. Analyze visitor needs upon entry and direct them to the appropriate FLIP teams, ensuring efficient
customer flow and minimized waiting time.
2. Oversee the visitor queue by tracking arrivals, maintaining accurate logs, and issuing entry cards,
supporting controlled access and operational transparency.
3. Communicate detailed and accurate FLIP product and service information in response to customer
queries, improving customer understanding and reducing repeat inquiries.
4. Coordinate with cross-functional internal teams to resolve customer issues promptly, ensuring
adherence to service-level agreements and improving resolution turnaround time.
5. Evaluate customer concerns, provide solutions within authority limits, and escalate complex cases
to senior teams, enhancing customer satisfaction and maintaining service quality standards.
6. Maintain and update customer records and CRM entries with high accuracy, ensuring integrity of
operational data and supporting reliable reporting.
7. Execute administrative support tasks, including document preparation, appointment scheduling,
and supply monitoring, to ensure smooth front-desk operations and timely support for internal
teams.
8. Support sales initiatives by tracking inbound interactions and visitor logs to identify potential leads,
contributing to improved lead-conversion opportunities.
9. Adhere to organizational policies and demonstrate a professional customer-facing image at all times,
reinforcing brand reputation and ensuring compliance with company standards.
10. Monitor customer-traffic patterns and identify peak-hour trends by analyzing reception data,
supporting resource planning, and ensuring optimal front-desk staffing levels.
11. Contribute to developing customer-service process enhancements by reviewing recurring front-desk
challenges and proposing improvements, increasing operational efficiency, and elevating overall
service performance.
Behavioral Competencies:
1. Communication: Clearly and professionally conveys information to customers and colleagues,
ensuring mutual understanding, effective service delivery, and positive customer experience.
2. Collaboration: Builds strong working relationships across teams, actively contributes to group
efforts, and supports a cooperative environment to achieve shared goals.
3. Problem Solving: Applies analytical thinking to identify root causes of issues, develop practical
solutions, and implement corrective actions that improve operational efficiency.
4. Customer Centricity: Demonstrates a strong commitment to understanding customer needs,
anticipating service expectations, and delivering solutions that enhance satisfaction and build
long-term customer trust.
5. Proactivity & Initiative-Taking: Anticipates operational needs, takes ownership of tasks, and
initiates improvements without waiting for direction, contributing to continuous process
enhancement.
6. Getting Things Done: Demonstrates a strong commitment to delivering results by prioritizing tasks,
managing time effectively, and consistently meeting deadlines and service-level expectations.
Technical Competencies:
1. CRM Systems Management: Demonstrates strong capability in using CRM platforms to update
customer records, track interactions, extract service data, and validate data accuracy.
2. Customer Interaction Handling Tools: Uses customer-support tools, ticketing systems, and
communication channels (calls, email, digital touchpoints).
3. Data Tracking & Reporting: Tracks visitor logs, customer-flow metrics, and service patterns and
prepares structured reports that support operational planning, trend analysis, and workflow
optimization.
4. Microsoft Office Application Proficiency: Utilizes advanced functions in Excel, Word, and Outlook
to prepare reports, maintain documentation, organize schedules, and streamline administrative
processes.
5. FLIP Product & Service Knowledge: Maintains updated knowledge of FLIP offerings, service
processes, and backend workflows, enabling the ability to provide precise information, guide
customers effectively, and reduce misdirection or repeat visits.
6. Front-Desk System & Equipment Operation: Operates front-office tools, including
queue-management systems, access-control equipment, and document-processing devices.
Qualifications:
Education A bachelor’s degree in business administration, marketing, Telecommunications, or a
related field.
Experience 0-1 years of experience in reception, back-office operations, or customer support,
preferably within the telecommunications sector.
Certificates Certified Customer Service Professional (CCSP) | CRM System Certification is preferred.
Language Fluency in the English language (Written& Spoken).