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





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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
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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

📌 Customer Experience And Front Office Representative (Ficarazzelli-bagni Italia)
🏢 D-Marin | The Selection of Premium Marinas
📍 Ficarazzelli-bagni Italia