Customer Experience and Front Office Representative
Direct message the job poster from D-Marin | The Selection of Premium Marinas
Human Resources Manager for Italy at D-Marin, The selection of premium marinasHR| Talent Acquisition | HR Management |
Ensure a flawless and effortless customer experience for current and potential customers of the marina.
Key accountabilities & Decision ownership

Be the primary point of contact for customers to address and resolve issues effortlessly.
Ensure a delightful, seamless arrival and departure experience for guests.
Provide information regarding the marina and its offerings.
Handle customer compliments, comments, observations, and challenges promptly to achieve full guest satisfaction.
Act as an intermediary between sailors and customers prior to marina arrival.
Proceed with boat check-ins, ensuring all documents align with internal processes and legislation.
Handle customer details and check-ins in the relevant Customer Relationship system.
Process customer transactions and payments following established policies.
Maintain customer data in the system.
Respond to customer queries and send price quotations per relevant policies.
Manage phone, email, and internet guest reservations.
Troubleshoot and resolve issues professionally and promptly.

Core Competencies, knowledge, and experience

Customer service attitude.
Organizational and planning skills.
Ability to prioritize tasks effectively.
Attention to detail and problem-solving skills.
Excellent written and verbal communication skills.
High resilience.
Strong interpersonal skills and a team-oriented, proactive attitude.
Creative mindset with an ability to suggest improvements.

Must-have professional / technical qualifications

High proficiency in MS Office (Excel and PowerPoint).
Fluency in English, both verbal and written.
Second language proficiency is highly appreciated.
Professional qualification as an administrative assistant or similar.
University degree is a plus.

Key Performance Indicators

NPS (Net Promoter Score)
Customer request conversion rate
Customer complaints

Seniority level

Associate

Employment type

Full-time

Job function

Customer Service

Industries

Travel Arrangements

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