Business Edge Support Specialist

InterContinental Hotels Group; Makati; On-site; PHP 500,000 - 750,000; Full time

Job summary

InterContinental Hotels Group is seeking a Business Edge Support Specialist in Makati, Philippines, to be the primary contact for the IHG Business Edge program, providing expert support to accounts, hotels, guests and internal stakeholders globally.

You will handle inquiries, resolve portal issues, collaborate with cross-functional teams, and use tools such as Javelin, Tableau, and IWOS to maintain accurate records and analyze account insights, delivering exceptional service across all

Qualifications

• Bachelor’s degree in any discipline or equivalent education/experience.
• Hospitality, hotel, or travel industry experience preferred.
• Experience in contact center/BPO customer service roles is an asset.
• Ability to handle inquiries and coordinate with multiple stakeholders.
• Comfortable with multiple systems and information sources to resolve concerns efficiently.

Responsibilities

• Act as the primary contact for the IHG Business Edge program worldwide.
• Handle inquiries and resolve program and portal-related issues for accounts, hotels, and guests.
• Collaborate with cross-functional teams to ensure timely resolution and a seamless customer experience.
• Maintain records and analyze account insights using tools like Javelin, Tableau, and IWOS.
• Demonstrate problem-solving, attention to detail, and adherence to IHG values while meeting service levels.

Skills

Customer service

Problem solving

Stakeholder management

Attention to detail

Adaptability

Continuous learning

Education

Bachelor’s degree

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 IHG's 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.