Customer Experience and Front office representative

D-Marin | The Selection of Premium Marinas; Imperia; In loco; EUR 25.000 - 35.000; Tempo pieno

Descrizione del lavoro

A leading company in premium marinas seeks a Customer Service Representative to ensure a delightful experience for marina guests. The role includes managing customer inquiries, check-in processes, and maintaining customer satisfaction. Ideal candidates should possess strong communication skills and a solid background in customer service, with proficiency in MS Office tools.

Competenze

• High proficiency in MS Office (Excel and PowerPoint).
• Fluency in English, with a second language preferred.
• Administrative assistant qualification or university degree is a plus.

Mansioni

• Primary point of contact for customers, handling inquiries and resolving issues.
• Ensures seamless arrivals and departures for guests.
• Processes customer transactions and maintains customer data.
• Manages check-in procedures for boats.

Conoscenze

Customer Service attitude

Organisational skills

Attention to detail

Problem-solving skills

Excellent communication

Negotiation skills

Interpersonal skills

Presentation skills

Creative mindset

Formazione

Professional degree as an administrative assistant

University degree

Strumenti

MS Office

Descrizione del lavoro

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

Workplace : Marina degli Aregai