Customer Care Representative - IHG One Rewards

IHG Hotels & Resorts; Makati; À distance; PHP 246 000 - 357 000; Plein temps

Avantages offerts par ce poste

Retirement Plan

Employee Hotel Discount

Recharge Days

Work-from-Home arrangement

Giving for Good Volunteer Days

Performance Bonus

Résumé du poste

IHG Hotels & Resorts is seeking a Customer Care Representative for the IHG One Rewards program. You will support guests across reservations, loyalty, and service-recovery with empathy and efficiency.

This remote role within NCR/Region IV-A offers growth in hospitality customer care, handling escalations, and delivering personalized service while championing true hospitality for good.

Qualifications

• Experience in call center or BPO environments; sales/service orientation.
• Fluent written and spoken English.
• Ability to handle complex concerns with empathy and clarity.

Responsabilités

• Deliver reservation, loyalty-program, and service-recovery support.
• Handle escalated/high-profile situations with accountability.
• Build rapport with guests, partners, hotels, and colleagues.
• Use systems and tools to capture details and ensure seamless experience.
• Meet performance metrics across quality, customer satisfaction, and revenue.

Connaissances

Customer service

Active listening

English proficiency

Problem solving

Communication

Formation

High school diploma (preferred)

Outils

CRM systems

Online tools

Description du poste

Customer Care Representative - IHG One Rewards

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.

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.

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.