Customer Service Front Desk

Summary

You would be the face of our base. As soon as customers arrive you would be there to assist with any queries regarding their holiday. From working reception, to paperwork administration and customer communication you would be involved in all base customer service elements.

Main duties will centre around the yachts, the customers, and the base. Working hours vary and you MUST be able to cover operational requirements. The weekend are the busiest days at base and will be working days, days off will be scheduled mid-week. Regular walking between the docks and the front desk will be a requirement of the role, to check on yachts and clients.

What you will be doing

• Being the representative of The Moorings and Sunsail for the customers as well as local authorities in resort.
• Deliver a professional and welcoming experience that reflects the company's values by assisting guests with check-ins, transfers, customs procedures, and general inquiries.
• Provide exceptional customer service to both external visitors and internal staff.
• For late arrivals, conduct a first night basic yacht brief.
• Handle customer complaints calmly, efficiently and empathetically and escalate to supervisors as required.
• Coordinate and maintain a chase call service log to include all service calls from clients and breakdown calls carried out daily.
• Manage the reception desk, taking phone calls, and dealing with generic queries directing them to the appropriate departments.
• Handle incoming and outgoing mail, deliveries, and packages.
• Handle, maintain and update different plannings and files: Extranet, Starts & Ends, Provisioning, Taxis, skippers & deliveries, water toys.
• Completion of all relevant administration required for base operation, including liaison with local authorities
• Continuously improve and monitor local safety processes to ensure risk assessments and health and safety standards are always adhered to
• Liaise with our third-party suppliers (taxi, travel agency, supermarket, ship chandler…).
• Work with head office teams across the globe to ensure connected approach, and seamless customer experience.
• Prepare and manage forms, reports, or documents requested (CICO, Debriefing, Chase call book, Crew List)
• Process payments (cash, or card) for services or products
• Issue receipts and handle refunds or adjustments when necessary
• Communicate and coordinate effectively with internal staff and other departments
• Notify staff of guest's arrivals and manage waiting times
• Maintain a calm and courteous demeanour, even during peak hour or high-stress situations
• Ensure all clients and/or visitors follow company procedures
• Maintain confidentiality of sensitive customer and company information
• Follow safety and emergency procedures when needed
• Ensure well presentation of the yachts prior to the clients boarding through working and communicating closely with the dock staff and management.
• Ensure clients are provided with an onboard safety and yacht briefing before departing the dock, and ensure they have watched the chart briefing online and received a local chart briefing which covers navigational hazards and potential grounding areas
• Ensure the Check In, Check Out booklet is completed in full for all clients, upon arrival and departure as applicable update customer files and data base (crew lists
• Ensure all clients are informed locally and encouraged to complete the feedback survey they receive via email following their charter.
• Work with the operations manager to ensure that all base staff have access to the customer feedback reviews, and NPS scores on a regular basis.
• Participate in weekly team meetings to ensure its clear where things need to be resolved and work with the manager to set clear action plans.
• Monitor the customer feedback for the base and actively address areas of concern through a solution-oriented approach and through communicating with the operations manager. Ensure the customer service KPIs are meeting targets and in general that customers are pleased with the service they receive.
• Use of the customer relationship manager system on a day-to-day basis.
• Support the operations manager with any other reasonable duties or administrative tasks as required.

What we are looking for

• Excellent organisational skills together with the ability to prioritise workload
• Confident working independently and in a flexible and fast paced role
• Experience in a customer facing office position and exceptional customer service skills
• Ability to work to tight deadlines and under pressure
• Good communication skills, verbal and written
• Strong team player, happy to support others
• Good attention to detail
• Works to their initiative, willing to learn, and driven to improve the customer experience
• Computer literate – including confident use in Microsoft Office
• Professional appearance and demeanour

Our Commitment to Diversity, Equity, and Inclusion

We believe people perform best when they can be their true selves, and diverse teams drive better results. We're committed to fostering a diverse, equitable, and inclusive environment where everyone can succeed.