Customer Experience and Front office representative

Location: Lignano Sabbiadoro

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 Salary 23-27k annual gross salary + bonus