Representative Customer Care

Role Purpose

Represents the Company by coordinating all aspects of IHG Rewards Programs and liaison between the guest and hotels in order to maintain member satisfaction.

Key Accountabilities

• Coordinate all aspects of member account services by serving as the primary point of contact and resource to
• resolve IHG Rewards service concerns and make decisions in relation to point adjustments.
• Provide support to hotels for information. Function as a central source of marketing information for both guest and hotel and act as liaison between member and hotel to ensure customer satisfaction.
• Provide support in other departments such as Guest Relations and IHG Rewards areas by: - Acting as resource in order to provide assistance, solutions and research for difficult situations. Handle escalation calls.
• Coordinate with Company co-partners to resolve point/mile discrepancies.
• Maintain a consistent, high quality customer-focused orientation. Listen to and communicate with customer to obtain all required information necessary to determine and address their specific needs; tactfully explain why, if service cannot be provided. Respond to individuals in manner and timeframe promised, or follow-up to explain status. Provide clear, accurate information; explain procedures or materials or provide supplemental information; anticipate problems or questions.
• Perform a variety of administrative support duties as assigned. Prepare reports, charts, presentation data, or logs as required and according to established specifications. Answer inquiries related to daily activities of work area, and act as a liaison between assigned work area and internal and external contacts to convey appropriate information. Compose clear and concise correspondence as requested or required. Copy, route, and file appropriate documents in an accurate and timely manner. May review, track data from, complete and/or monitor other functional reports as needed.

Key Skills & Experiences

EDUCATION

• Some secondary school, high school diploma preferred but not required.  For Mexico only: high school diploma minimum, College Degree in Tourism or similar preferred.

EXPERIENCE

• Previous business experience in Call Center/Guest Relations environment or other call handling experience preferred. Hotel/travel experience desired. 

TECHNICAL SKILLS AND KNOWLEDGE

• Demonstrated ability to determine what is required and take action and responsibility to deliver it. Ability to take initiative, meet deadlines and commitments, and complete tasks and projects as required.
• Must have established organization skills required to maintain electronic and paper filing systems
• Act under consistent and direct supervision, generally following documented procedures
• Maintain a high level of knowledge pertaining to policy and procedure and communicate knowledge effectively to all personnel when applicable.
• Demonstrates clear and effective verbal and written skills for the purpose of obtaining and conveying information to clients, technicians, management and team members as well as producing reports.
• Basic software and hardware trouble shooting.
• Strong web-based navigation skills;
• Effective and efficient use of online communication tools and other systems application.
• Strong customer service skills
• Strong communication skills – listening, written, verbal.
• Active listening, appropriate conversation pace, problem identification and resolution
• Social intelligence – empathy, self-awareness, cultural sensitivity Ability to customize generic information;
• Ability to embrace technological and organizational changes;
• Embrace evolving call and contact types, adopt new tools and processes;
• Efficient and accurate data capture
• Bi-lingual skills where required
• Ability to use tools and resources to represent the geographical needs of the caller.

PHYSICAL REQUIREMENTS 

• Capable to perform work in a normal office environment (contact center) and/or remotely (work-from-home).