Customer Experience /Front office representative
hace 4 días
Antibes
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, • 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
