Role purpose:

Ensure a flawless and effortless customer experience to current and potential customers of D-Marin Palma Cuarentena 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
• Organizational and planning skills
• Ability to prioritize 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

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