Requirements: English
Company: D-Marin | The Selection of Premium Marinas
Region: Imperia , Liguria
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
Sede di Lavoro: Marina degli Aregai/ Marina di San Lorenzo