Customer Experience and Front office representative

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 + bonus