-Reporting directly to COO and in their absence the Operations Manager-Liaise closely with other Heads of Department, Support Services and Head OfficeClose liaison with clients-Responsible for the management, training and development of all supervisors and catering assistants-To strive to continually exceed customer expectations and provide excellent customer care to partners and clients-To effectively communicate policies and procedures-To provide customer and client… Show more -Reporting directly to COO and in their absence the Operations Manager-Liaise closely with other Heads of Department, Support Services and Head OfficeClose liaison with clients-Responsible for the management, training and development of all supervisors and catering assistants-To strive to continually exceed customer expectations and provide excellent customer care to partners and clients-To effectively communicate policies and procedures-To provide customer and client feedback to further develop standards and reflect market changes-Arabic Copy Writing and Communication-Translate English website, out bound Miller and banners to Arabic-Development of an overall Social Media Marketing Plan and Strategy-Development, management and execution of Social Media tools that shall be implemented such as daily observation of the communication taking place within the Social Media Platforms as well as its main competitors- In collaboration with customer service associate, ensure the timely, mature and constructive response and action taken on all customer complaints swiftly- Seek new and improved methods to engage with current and future customers through the monitoring of global and regional market trends in web interaction Show less

• Review and confirm accommodations with dates through evs1 database (customer reservation system) while providing a high quality of customer service. • Report daily summaries to management and track all complaints. • Also, be responsible for collection of any fees or upgrade chargers at the time of reservation. • Ensure all calls promptly and efficiently handled.• Maintain regular contact with Members in an effort to satisfy their holiday requirements. • Identifying… Show more • Review and confirm accommodations with dates through evs1 database (customer reservation system) while providing a high quality of customer service. • Report daily summaries to management and track all complaints. • Also, be responsible for collection of any fees or upgrade chargers at the time of reservation. • Ensure all calls promptly and efficiently handled.• Maintain regular contact with Members in an effort to satisfy their holiday requirements. • Identifying key Member holidays 'motivation factors' in an effort to find alternatives. • Ensure correct data entered onto the systems on receipt and to make all bookings accurately to maintain quality standards, eliminate write-offs and member complaints. • Follow up with the hotels and resorts about the updated information by emails and phones.• Keeping up with RCI policies & procedures at all times and ensuring relevant communication of it to members.• Responsible for selling exchange and extra holidays.• Responsible for inbound calls to achieve minimum 13% conversion rate (number of confirmations)• Making outbound calls when needed to achieve target• Ensure all personal targets and objectives achieved through maximising sales opportunities.• Manage the team members.• Monitor the quality of calls.• Reporting to sales director• Handling check-in deletions and Customer Care problems received by emails and calls through:o Communicating with the resort for alternative unito Contacting RCI office overseas for alternative resorto Communicating with the member to offer first option, and if not satisfied offering a second option if availableo Otherwise, follow the RCI compensation guideline Show less