Oversee all incoming calls from guests and ensure prompt, courteous and accurate responses to their inquiries, requests and concerns • Resolve escalated issues efficiently and provide appropriate solutions to ensure guest satisfaction • Update and conduct daily handover log and briefing to provide and elaborate latest and updated information to the team • Ensure the team always adhere to company policies, SOPs and acted according to the company code of conducts or employee handbook • Regularly monitor and respond to guest inquiries received through email, ensuring timely accurate responses. Prioritize urgent matters and delegate tasks within the team to ensure efficient handling of emails • Conduct regular performance evaluations, providing constructive feedback and recognition for accomplishments • Develop and deliver comprehensive training programs for One Connect team, focusing on customer service skills, product knowledge, communication techniques, and problem solving abilities. Ensure that the team are equipped with the necessary skills to provide exceptional service to guests