• Responding directly to customers enquiries by phone, email, chat and letter daily.• Assigning and delegating tickets or enquiries to CS team members.• Communicating with the other Staff/Colleagues for information that helps answer CS question.• Overseeing and assessing customer service staff, activities, and providing them with regular guidance and best practices.• Monitoring daily flow of customer service operation.• Assisting customer service staff with duties when required.• Training staff in areas of customer service and company policies.• Training new CS staff/s to master technical systems, scripts and standards.• Making sure all concerns are being taken care of and are followed up quickly.• Making sure all tickets are being handled properly by CS staffs.• Reviewing open tickets to ensure response times are within standards.• Guiding CS team on how to properly handle complains.• Monitoring and Authenticating Returns and escalating to Operations Manager.• Taking of escalations calls/emails and normal emails if there are a lot in queue.• Continuing to build the Knowledge Base/FAQs.• Continue to refine and improve written English for scripts, using the Editorial Manager or VP for advice and checking.• Coordinating with logistics partner with regards to the special requests of the customer/escalated concerns.• Point of contact for logistics partner alongside with the Operation Manager.• Communicate effectively to other Divisions e.g Store related concerns and others.• Communicate with Partner Brands when cascading Customer’s concerns.• Assisting the Operations Manager with development and implementation of service, policies and explaining these to staff and customers.

• Administrative task such as: Checking and resolving traces for Guest Relations/Concierge, Birthday,Anniversary and flights, printing passports for Departure guests, Printing liability and Prayer Timing forThe next day arrivals, Preparing Departure and Room Move letter for the next day’s departures.• Requesting amenities for daily arrivals especially for the VIP’s using CheckEam system. • Responding to Front Office emails.• Preparing Honeymoon, repeater and Long stayer gifts for the next day departure.• Sending the Roster to All Front Office/ Uploading the Roster and updating leaves of FO team to Osource system.• Requesting store items for Front Office department in a weekly basis using CheckEam system.• Updating Monthly inventory stock of