Customer Experience and Front office representative

Role purpose: Si candidi qui sotto dopo aver letto tutti i dettagli e le informazioni di supporto relative a questa opportunità di lavoro. Ensure a flawless and effortless customer experience to current and potential customers of the marina.

Key accountabilities & Decision ownership

Be the primary point of contact for current and potential customers to address and resolve issues in an effortless way

Ensure a delightful, seamless arrival and departure for our guests

Provides information regarding the marina and the different offerings

Handles all customers’ compliments, comments, observations and challenges in a timely manner to effectively achieve full guest satisfaction

Acts as an intermediate between sailors and customers prior to the arrival to the marina

Proceeds with the check in of the boats and ensures all boat documents are aligned with internal processes and legislation

Handles all check in and details of customers in the relevant Customer Relationship system

Processes customer transactions and may take payments following established policies and procedure

Maintains customer data in the system

Replies to customer queries and sends price quotations in line with relevant policies

Process phone /email and internet guest reservations.

Troubleshoots and resolves issues in a timely and professional manner

Core Competencies, knowledge and experience

Customer Service attitude

Organisational and planning skills

Ability to prioritise tasks effectively

Attention to detail and problem-solving skills

Excellent communication (written and verbal) and presentation skills

Negotiation skills

High resilience

Strong interpersonal skills, a proven team player with a “can do” attitude

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A creative mind with an ability to suggest improvements

Must have professional / technical qualifications

High Proficiency in MS Office (MS Excel and MS PowerPoint, in particular) Fluency in English – verbal and written

A second language will be highly appreciated

Professional degree/ additional qualification as an administrative assistant

University degree will be considered a plus

Key Performance Indicators

NPS

Customer requests Conversion rate

Customer complaints