Business Edge Support Specialist

Hotel Brand:
Location: Philippines, Makati City

Hotel: CRO Manila, 27th Floor, Tower Two, RCBC Plaza,, 6819 Ayala Avenue corner Gil Puyat Avenue, MAKATI CITY, 1200

Job number: 129410



ROLE PURPOSE:

Business Edge Support Specialist is the primary point of contact on IHG Business Edge program. The specialist is responsible in handling Business Edge inquiries from both internal and external stakeholders of the program, accounts, hotels and guests. Specialist is responsible in delivering legendary service by being a trusted advisor of the program and taking pride in using every customer and hotel interactions to educate and provide utmost support of the program globally. The support sales specialist is empowered to make creative decisions using sales tools and account insight that will deliver on the unique guest experience, to drive portal engagement and customer satisfaction.

KEY ACCOUNTABILITIES:

• Provide legendary support and service to both internal and external stakeholders of the program; accounts, hotels and guests.
• Ensures accurate and timely capture of pertinent data into the required sales and case management systems.
• Troubleshoots product issues and collaborate with other business units, if required. 
• Support accounts and hotels in any concerns on the Business Edge portal and its dashboard. 
• Develops and delivers the relevant and appropriate documentation to the account member, hotel seller or other stakeholders.
• Facilitate or act on behalf of hotels or accounts in updating account profiles and information. 
• Collaborate with the BE RFP Sales Associates and Global Rate Loading team, if needed. 
• Provide a seamless customer experience through effective use of systems information and tools. 
• Conduct ad-hoc tasks and prepare reports as needed by the stakeholders, if required. 
• Conducts all activities within established SLA’s.
• Manage time effectively (including adherence to assigned schedule, attendance, etc.)
• Champion Brand Hearted behaviors by demonstrating brand knowledge, brand passion and brand pride
• Consistently strives to meet or exceed defined performance expectations (customer satisfaction, etc.) as set by management despite difficulties or obstacles. 
• Take ownership of personal development while aligning with team priorities and company goals.
• Support and demonstrate IHG’s company values and ways of working and willingly deliver on additional tasks as assigned

KEY SKILLS & EXPERIENCES:

Technical Skills and Knowledge:

• Strong customer service skills 
• Strong communication skills – listening, written, verbal
• Active listening, appropriate conversation pace, problem identification and resolution
• Analytical skills 
• Social intelligence – empathy, self-awareness, cultural sensitivity 
• Ability to customize generic information
• Strong web-based navigation skills
• Ability to embrace technological and organizational changes
• Ability to do multi-task 
• Embrace evolving call and contact types, adopt new sales tools and processes
• Efficient and accurate data capture through sales and case systems
• Ability to use tools and resources to represent the geographical needs of the caller
• Ability to work on a WFH set up with internet stability 

Education: Bachelor’s degree in any discipline with a strong academic track record or an equivalent combination of education and work-related experience.

Experience: 

• Hotel/travel experience desired. 
• Previous call center / BPO experience in a sales and/or customer service capacity. 

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.