Job Summary
This role is responsible for delivering exceptional customer experiences to current and potential customers of the marina.
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Key Responsibilities
* Act as the primary point of contact for customers, addressing and resolving issues in a timely and professional manner.
* Ensure seamless arrival and departure for guests, providing information on the marina's offerings.
* Handle customer compliments, comments, observations, and challenges effectively to achieve full guest satisfaction.
* Collaborate with sailors and customers prior to arrival, processing check-ins and aligning boat documents with internal processes and legislation.
* Manage customer data, process transactions, and respond to queries in line with relevant policies.
* Troubleshoot and resolve issues efficiently.
Core Competencies
* Customer Service attitude
* Organisational and planning skills
* Ability to prioritise tasks effectively
* Attention to detail and problem-solving skills
* Excellent communication and presentation skills
* Negotiation skills
* High resilience
* Strong interpersonal skills
Professional Qualifications
* High Proficiency in MS Office (MS Excel and MS PowerPoint)
* Fluency in English (verbal and written)
* A second language will be highly appreciated
* Professional degree or additional qualification as an administrative assistant
* University degree considered a plus
Key Performance Indicators
* NPS (Net Promoter Score)
* Customer requests Conversion rate
* Customer complaints