• Create, update and maintain customer master data in ERP and CRM systems.• Verify and validate data to ensure accuracy and completeness.• Collaborate with sales and finance to understand and fulfill data requirements.• Participate in process optimization projects and continuous improvement initiatives.• Manage requests and incidents related to customer data, ensuring prompt and efficient resolution.• Develop and implement data management policies and procedures to ensure compliance with internal standards and external regulations.• Prepare and present periodic and ad-hoc reports on data quality and process performance.

• Coordinate the activities of the team to ensure effective allocation of work and use of resources• Ensure internal procedures are followed accordingly• Check the planning of the coaches each day and improve it• Improve quality and efficiency of the staff• Resolve escalated queries/complaints• Identify ways to improve and streamline processes• Administer monthly scheduling• Assign work to staff based on their current tasks

• Arrange and coordinate services/hotel reservations for any itinerary amendments or additional services requested from Tour Leader or Sales. • Act as an emergency response team providing support to Tour Leaders during any unexpected crisis situations that may arise.• Resolve any problems/complaints that may arise during or after trips.• Anticipate and resolve enquirers or problems that arise during a tour.• Quality control of suppliers through monitoring of services.