Business Edge Support Specialist

IHG Hotels & Resorts; Makati; On-site; PHP 420,000 - 660,000; Full time

Job summary

IHG Hotels & Resorts in Metro Manila is seeking a Business Edge Support Specialist to serve as the primary contact for the Business Edge program worldwide. You will handle inquiries, resolve portal-related issues, and support account and hotel management activities to ensure a seamless customer experience.

You will collaborate with cross-functional teams, utilize Javelin, Tableau and IWOS, and analyze account insights to drive customer engagement while upholding service standards and IHG values.

Qualifications

• Bachelor’s degree in any discipline.
• Experience in hotel, hospitality, or travel industry preferred.
• Experience in contact center/BPO environment, especially customer service or sales support.
• Experience handling inquiries, investigating and resolving cases, coordinating with multiple stakeholders.

Responsibilities

• Primary point of contact for the IHG Business Edge program, providing expert support to accounts, hotels, guests and internal stakeholders globally.
• Handle inquiries, resolve program and portal-related issues, and support account and hotel management activities.
• Collaborate with cross-functional teams to ensure timely resolution of concerns and seamless customer experience.
• Leverage Javelin, Tableau, and IWOS to maintain records, analyze insights, and support business initiatives.
• Demonstrate strong problem-solving, attention to detail, stakeholder management, adaptability, and continuous learning while meeting service levels.

Job description

Job Description:

Duties and Responsibilities:

• The Business Edge Support Specialist serves as the primary point of contact for the IHG Business Edge program, providing expert support to Business Edge accounts, hotels, guests, and internal stakeholders globally.
• Handling inquiries, resolving program and portal-related issues, supporting account and hotel management activities, and delivering exceptional customer service across all interactions.
• The specialist collaborates closely with cross-functional teams and other business units to ensure the timely resolution of concerns and a seamless customer experience.
• Leveraging tools such as Javelin, Tableau, and IWOS, the role maintains accurate records, analyzes account insights, and supports business initiatives that drive customer engagement and satisfaction.
• Success in this role requires strong problem-solving skills, attention to detail, stakeholder management, adaptability, and a commitment to continuous learning while consistently meeting service level expectations and demonstrating IHGs values and behaviors.

EDUCATION

• Bachelor’s degree in any discipline or an equivalent combination of education and relevant professional experience.

EXPERIENCE

• Previous experience in the hotel, hospitality, or travel industry is preferred.
• Experience in a contact center/BPO environment, particularly in customer service, sales support, or account support.
• Experience handling customer inquiries, investigating and resolving cases, and coordinating with multiple stakeholders.
• Experience supporting business or corporate customers is an advantage.
• Comfortable working with multiple systems, processes, and information sources to resolve customer concerns accurately and efficiently.