Customer Experience And Front Office Representative

Role purpose: Ensure a flawless and effortlesscustomer experience to current and potential customers of themarina.
Key accountabilities & Decision ownership - Be theprimary point of contact for current and potential customers toaddress and resolve issues in an effortless way - Ensure adelightful, seamless arrival and departure for our guests -Provides information regarding the marina and the differentofferings - Handles all customers' compliments, comments,observations and challenges in a timely manner to effectivelyachieve full guest satisfaction - Acts as an intermediate betweensailors and customers prior to the arrival to the marina - Proceedswith the check in of the boats and ensures all boat documents arealigned with internal processes and legislation - Handles all checkin and details of customers in the relevant Customer Relationshipsystem - Processes customer transactions and may take paymentsfollowing established policies and procedure - Maintains customerdata in the system - Replies to customer queries and sends pricequotations in line with relevant policies - Process phone /emailand internet guest reservations.
- Troubleshoots and resolvesissues in a timely and professional manner Core Competencies,knowledge and experience - Customer Service attitude -Organisational and planning skills - Ability to prioritise taskseffectively - Attention to detail and problem-solving skills -Excellent communication (written and verbal) and presentationskills - Negotiation skills - High resilience - Stronginterpersonal skills, a proven team player with a "can do" attitude- A creative mind with an ability to suggest improvements Must haveprofessional / technical qualifications - High Proficiency in MSOffice (MS Excel and MS PowerPoint, in particular) - Fluency inEnglish – verbal and written - A second language will be highlyappreciated - Professional degree/ additional qualification as anadministrative assistant - University degree will be considered aplus Key Performance Indicators - NPS - Customer requestsConversion rate - Customer complaints