Global Customer Support Lead, Business Edge

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

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.