Customer Care Representative - IHG One Rewards

IHG Hotels & Resorts; Makati; Remote; PHP 162,000 - 195,000; Full time

Benefits offered by this job

Work-from-Home arrangement

Employee Hotel Discount

Retirement Plan

Recharge Days

Work-from-Home arrangement

Giving for Good Volunteer Days

Colleague Share Plan Participation

Performance Bonus

Job summary

IHG Hotels & Resorts is seeking a Customer Care Specialist to support guests via calls and online channels from a remote setup in the Philippines. You will handle escalations, guide colleagues on complex issues, and leverage market insight to enhance guest loyalty.

Ideal candidates have call center or BPO experience, strong English communication, and cultural sensitivity. The role includes a work-from-home arrangement within approved locations, with competitive benefits.

Qualifications

• Previous call center or BPO experience in sales or customer service.
• Fluency in spoken and written English.
• Ability to handle complex concerns with cultural sensitivity.
• Strong web-navigation and data-capture skills.
• Experience in non-scripted environments is a plus.

Responsibilities

• Deliver reservation, loyalty-program, and service-recovery support across guest contacts.
• Handle escalated or high-profile situations with empathy and solutions-focused approach.
• Build rapport with guests, hotels, partners, and corporate colleagues through personalized service.
• Use systems and tools to provide a seamless guest experience and capture details accurately.
• Meet or exceed performance measures set by management.
• Manage time and attendance and schedule adherence.
• Champion IHG’s brands and values in every interaction.

Skills

Customer service

Active listening

Communication

Problem solving

Cultural sensitivity

Education

High school diploma

Job description

Turn conversations into bookings and create exceptional guest experiences.

If you enjoy solving problems, guiding others, and building trust through every conversation, join IHG Hotels & Resorts as a Customer Care Specialist. You’ll support guests in escalated or high-profile situations, help colleagues navigate more complex issues, and use sound judgment and market insight to strengthen guest loyalty.

Why join us?

• Build your career in hospitality and customer care while supporting guests when it matters most.
• Take on a trustedadvisor role, helping resolve complex guest concerns.
• Use creativity, sound judgment, and available tools to deliver solutions that strengthen guest satisfaction and loyalty.
• Grow in an evolving role with opportunities to learn, contribute, and support team success.

What You’ll Do

• Deliver industry-leading reservation, loyalty-program, and service-recovery support across guest contacts.
• Handle escalated or high-profile situations with empathy, accountability, and a solutions-focused approach.
• Build rapport with guests, business partners, hotels, and corporate colleagues through personalized and efficient service.
• Use systems, information, and tools effectively to provide a seamless guest experience and accurately capture details.
• Meet or exceed performance expectations across quality, customer satisfaction, revenue, conversion, partner offers, and other measures set by management.
• Manage your time and schedule responsibly, including attendance and adherence requirements.
• Champion IHG’s brands, values, and ways of working in every interaction.

What We’re Looking For

• Previous call center experience, BPO or similar experience in a sales and/or customer service capacity required, ideally in a non-scripted environment; hotel or travel experience is an advantage.
• Strong customer service, communication, and active-listening skills, with the ability to identify problems and resolve them effectively. Fluency in spoken and written English required.
• Confidence handling complex concerns, adapting information to individual needs, cultural sensitivity when supporting guests, and guiding others when required.
• Strong web-navigation skills, accurate data capture, and the ability to use online communication tools and multiple systems efficiently.
• Some secondary school, high school diploma preferred but not required.

What’s In It For You

• Long-term career growth and advancement opportunities in one of the world’s leading hospitality companies.
• Earn competitive pay starting at ~Php 16,000 work from home allowance.
• Unique IHG perks: Retirement Plan, Employee Hotel Discount, Recharge Days, Work-from-Home arrangement (except as needed onsite e.g. New Hire Orientation and Training), “Giving for Good” Volunteer Days, Colleague Share Plan Participation, Performance Bonus.
• A culture that values performance, learning and “True hospitality for good”.

Note:Although the role is work from home, employees are expected to remain based within our approved employment locations: NCR, Region IV-A. The arrangement therefore does not support working from anywhere outside these areas.