Customer Experience and Front office representative

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7aeoyt

Role purpose:
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
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
Salary
23-27k annual gross salary + premio

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7aeoyt