Customer Service Executive

The primary role of this position is to provide excellent customer service and administrative support by handling complex customer service issues. This includes written and verbal communication with customers and internal departments, completing administrative projects, and providing information-management support.

This role requires an excellent communicator, someone who can converse and negotiate in a professional manner in person, over the phone, and in writing. This individual will be comfortable resolving issues on a wide range of levels using the tools provided.

This individual will need to partner extensively across the Yachts Business, most notably with charter sales offices and with a focus on operations in the BVI.

What you will be doing: Handle all customer service correspondence, concerns and complaints by:

• Researching and respnding t client communications within the service level agreement, whether in person at the BVI base or through written and verbal channels, while following up with clients overseas offices, source office personnel, and.
• Supprting the Customer Care Team by investigating pst-charter claims and documenting findings in the relevant HubSpot ticket file.
• Maintaining transparency by entering base-level reslved claims into HubSpt for proper tracking and reporting.
• Prcessing claims, including creating claim tickets, issuing credit certificates when apprpriate, and accurately entering credit details into designated systems (Triton and HubSpot).

Review post-charter customer surveys (CSQ’s) by:

• Reviewing custmer feedback with NPS ratings of 0-6 or customers who selected to have a customer service representative contact them;
• Adhering t Service Level Agreements as set out with management;

Keep management informed by:

• Identifying ptentially legal or high-risk claims;
• Identifying trends in custmer service comments and complaints, and providing feedback to management;

Provides historical reference by:

• Designing filing system fr department and utilizing systems for efficient filing and retrieval of files;

Completes customer service requests by:

• Greeting custmers, vendors or employees, in person or on the telephone; answering questions or requests or referring inquiries;

The ideal candidate will have the following: Education

• University degree preferred.

Experience

• Customer service background is crucial
• Good office experience

Skills And Abilities

• A passion for Travel
• Strong communication skills (both written and verbal); typing; organised;
• Ability to work under pressure to meet response time targets
• Strong customer focus striving to exceed customer expectations
• Highly numerate with an excellent attention to detail
• Pro-active problem solver and takes ownership for own claims
• Negotiation and problem-solving ability
• Word-processing and spreadsheet experience (MS Office);
• Data entry
• Sailing experience a plus.

Miscellaneous

• Additional languages a plus
• Travel may be required

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