Customer Care Specialist (Manila and Baguio hiring)

IHG Hotels & Resorts; Makati; Remote; PHP 183,000 - 219,000; Full time

Benefits offered by this job

Retirement Plan

Employee Hotel Discount

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 transform guest concerns into thoughtful solutions and memorable experiences from a home-based setup in the Philippines. You will support escalated inquiries, guide colleagues, and use market insight to strengthen guest loyalty.

Join a role that values empathy, professional communication, and effective use of guest data across systems to ensure high satisfaction.

Qualifications

• Prior call center or BPO experience in sales or customer service.
• Excellent spoken and written English.
• Strong communication and active-listening skills.
• Ability to troubleshoot and resolve guest concerns effectively.

Responsibilities

• Deliver reservation, loyalty-program, and service-recovery support to guests.
• Handle escalated or high-profile situations with empathy and accountability.
• Build rapport with guests, partners, hotels, and colleagues through personalized service.
• Use systems and tools to provide a seamless guest experience and capture details accurately.
• Meet or exceed quality, satisfaction, revenue, and other performance metrics.
• Manage time and schedules, including attendance and adherence requirements.

Skills

Call center experience

Fluent English

Customer service

Active listening

Web navigation

Education

Secondary school diploma preferred

Job description

Turn complex guest concerns into thoughtful solutions and memorable 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 trusted advisor 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 You Bring

• 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.
• Location requirement: This is a work-from-home role, but you must be based within our approved employment locations: NCR, Region IV-A (CALABARZON), or CAR. Working from outside these areas is not supported.
• 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 18,000 plus skills allowance and 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".