Customer Relations Specialist

3 weeks ago

Taguig, National Capital Region, Philippines MA Financial Group Full time

Tasks / Responsibilities

Member & Guest Services Agent Duties

  • Demonstrate the "Do it right by the members and guests every time" approach to service, maintaining a CAN-DO attitude in all interactions with members, guests, and tenants.

  • Ensure members and guests are contacted in a timely manner to support the onboarding process.

  • Provide new members with a welcome pack outlining d'Albora facilities and benefits.

  • Maintain a 24-hour proactive approach to lead development by contacting new members and/or guests.

  • Effectively manage the onboarding of new berthing members through Marina Master, ensuring accurate data recording.

  • Follow and adhere to the sales processes required by the business.

  • Follow up on all leads promptly, and escalate to management if a second quotation is required.

  • Utilize telephony software (Pure Cloud) and CRM (Marina Master) to:

    • Convert enquiries into berthing agreements

    • Allocate berths

    • Prepare contracts

    • Welcome members to the marina

  • Act as the main point of contact for Marina Master enquiries, both internal and external.

  • Seek and respond to member and guest feedback to continually enhance the experience.

  • Handle arising situations promptly and responsibly, ensuring the best outcome for all parties.

  • Assist management in maximizing revenue opportunities by recommending process improvements or streamlined approaches to enhance the member and guest experience.

  • Take a proactive approach to business development and customer retention for the marina, as directed by management.

Skills, Experience, and Qualifications

Required:

  • Exceptional customer service and communication skills (especially over the phone).

  • Excellent proficiency in English.

  • Demonstrated ability to work autonomously.

  • General computer literacy in Word, Excel, and Outlook.

  • Experience working for international companies.

Preferred:

  • Experience working for Australian companies.

  • Knowledge of Australian culture.

    Someone who worked in hotel reservation or hospitality account

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