Customer Experience /Front office representative

D-Marin | The Selection of Premium Marinas; Antibes; Sur place; EUR 30 000 - 45 000; Plein temps

Résumé du poste

A luxury marina management company based in Antibes is seeking a Customer Service Representative. The role focuses on ensuring a seamless experience for marina customers, handling reservations, and resolving issues effectively. Candidates should have strong communication skills in both English and French, a customer service background, and proficiency in MS Office, particularly Excel. This role demands attention to detail and the ability to work under pressure. Join a dynamic team in a picturesque location.

Qualifications

• Fluency in both English and French, verbal and written is essential.
• A third language would be a plus.
• Experience in a customer service-related role is necessary.

Responsabilités

• Be the primary point of contact for customers and address issues.
• Ensure seamless arrival and departure for guests at the marina.
• Handle all customer complaints and inquiries in a timely manner.

Connaissances

Customer Service attitude

Organizational and planning skills

Ability to prioritise tasks effectively

Attention to detail

Problem-solving skills

Excellent communication skills

Negotiation skills

High resilience

Strong interpersonal skills

Creativity

Formation

Professional degree in administrative assistance

University degree

Outils

MS Office (Excel)

Description du poste

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 to existing and potential customers
• 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
• Proceed 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
• Create ad hoc needed reports from the systems to share with team or to answer possible questions from the management
• Handles payment collection and follow-up with clients

Core Competencies, knowledge and experience

• Customer Service attitude
• Organizational 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 ability to create reports, in particular)
• Fluency in both English and French – verbal and written
• A third language will be highly appreciated
• Professional degree / additional qualification as an administrative assistant
• University degree will be considered a plus