Job Purpose 

The job holder is responsible for ensuring guests have a positive experience while contributing to the success and reputation of the brand.

Key Accountabilities:

Provide support in broker activations and engagements including processing of broker registrations and commissions within established SLAs and in accordance with company policies. Working with sales and marketing team to increase engagement and activations for registered brokers. Supporting sales and marketing team during events and activations to ensure smooth operations. Overseeing allocation and management of mall kiosks and its operations. Managing of sales team roster, ensuring accurate scheduling as per management requirements, attendance fulfilment, timely updates and clear communications. Coordinating with admin and marketing teams to ensure the office has a welcoming and efficient environment, enhancing guest experience. Drive initiatives focused on process enhancements and automation, aiming to increase productivity and efficiency. Identify opportunities to improve efficiency and effectiveness within the team by implementing process enhancements. Collaborate with IT to enhance the Agents Portal and address emerging technical issues. Coordinate with Security and Community Management to arrange photo shooting requests for agencies. Liaise with the Marketing and Sales Teams to provide agencies with necessary support from a marketing or sales perspective. Support in the day-to-day operations within the Agent Relations team ensuring that commissions are paid out to registered brokers in a timely manner.   Assist in organizing Agent Training Programs for newly registered agencies and refresher training for current agents. Provide support to the Sales team during sales launches and events as needed. Ensure strict adherence to company policies and directives.

 

Qualifications, Experiences, Skills 

Bachelor's degree in a related field ; Master’s degree preferred Certifications in Customer Service or Guest Experience Management – a plus Min 3-5 years of experience in guest relations, hospitality, or customer experience roles. Proven track record in delivering high-quality guest services and managing guest concerns.

Job Specific Skills:

Proficient in Microsoft Office (Word, Excel, PowerPoint), customer service software and CRM systems. Strong verbal and written communication skills. Ability to integrate seamlessly into teams and contribute to collective goals. Strong planning and prioritization abilities. Proven ability to work effectively under pressure and manage challenging situations professionally. Excellent interpersonal skills with strong attention to detail. Fluent in English, both written and spoken. Skilled in problem-solving and conflict resolution. Excellent organizational and multitasking abilities. Strong leadership and collaboration skills. Proven ability to implement initiatives that enhance guest satisfaction and overall experience.