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Customer Experience
il y a 3 heures
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 to existing and potential customers
- 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
- Proceed 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
- Create ad hoc needed reports from the systems to share with team or to answer possible questions from the management
- Handles payment collection and follow-up with clients
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 ability to create reports, in particular)
- Fluency in both English and French – verbal and written
- A third language will be highly appreciated
- Professional degree/ additional qualification as an administrative assistant
- University degree will be considered a plus
