**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.