Job Title: Marina Customer Experience Specialist
Role Purpose:
Deliver exceptional and seamless customer experiences to our marina guests, ensuring their needs are met with efficiency and professionalism.
Key Accountabilities & Decision Ownership:
* Serve as the primary point of contact for current and potential customers, addressing and resolving issues in a timely and efficient manner.
* Ensure a smooth arrival and departure process for our guests, providing them with accurate information about the marina and its offerings.
* Handle customer feedback, compliments, comments, observations, and challenges in a timely manner to achieve full guest satisfaction.
* Act as an intermediary between sailors and customers prior to arrival, facilitating a smooth transition.
* Process check-ins, ensure boat documents are aligned with internal processes and legislation, and maintain accurate records in the Customer Relationship system.
* Process customer transactions, take payments according to established policies and procedures, and maintain customer data in the system.
* Respond to customer inquiries, send price quotations in line with relevant policies, and process phone, email, and internet guest reservations.
* Troubleshoot and resolve issues in a timely and professional manner.
Core Competencies, Knowledge, and Experience:
* Customer Service attitude and approach.
* Organizational and planning skills, with the ability to prioritize tasks effectively.
* Attention to detail and problem-solving skills, with excellent communication (written and verbal) and presentation skills.
* Negotiation skills, high resilience, and strong interpersonal skills, with a proven team player mentality and a "can-do" attitude.
* A creative mind with the ability to suggest improvements and enhance processes.
Professional Requirements:
* High Proficiency in MS Office, particularly MS Excel and MS PowerPoint.
* Fluency in English, both verbally and in writing.
* A second language is highly appreciated.
* Professional degree or additional qualification as an administrative assistant.
* University degree is considered a plus.
Workplace:
Marina di Punta Faro