Business Edge Support Specialist

Duties and Responsibilities

• The Business Edge Support Specialist serves as the primary point of contact for the IHG Business Edge program, providing expert support to Business Edge accounts, hotels, guests, and internal stakeholders globally.
• Handling inquiries, resolving program and portal-related issues, supporting account and hotel management activities, and delivering exceptional customer service across all interactions.
• The specialist collaborates closely with cross-functional teams and other business units to ensure the timely resolution of concerns and a seamless customer experience.
• Leveraging tools such as Javelin, Tableau, and IWOS, the role maintains accurate records, analyzes account insights, and supports business initiatives that drive customer engagement and satisfaction.
• Success in this role requires strong problem-solving skills, attention to detail, stakeholder management, adaptability, and a commitment to continuous learning while consistently meeting service level expectations and demonstrating IHG's values and behaviors.

EDUCATION

• Bachelor’s degree in any discipline or an equivalent combination of education and relevant professional experience.

EXPERIENCE

• Previous experience in the hotel, hospitality, or travel industry is preferred.
• Experience in a contact center/BPO environment, particularly in customer service, sales support, or account support.
• Experience handling customer inquiries, investigating and resolving cases, and coordinating with multiple stakeholders.
• Experience supporting business or corporate customers is an advantage.
• Comfortable working with multiple systems, processes, and information sources to resolve customer concerns accurately and efficiently.

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Important information

• The salary range listed is the lowest to highest pay scale we, in good faith, believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee's pay position within the pay range will be based on several factors, including relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.
• No amount of pay is considered to be wages or compensation until it is earned, vested, and determinable. The amount and availability of any bonus, commission, or other form of compensation allocable to a particular employee remain in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law.
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• If you require reasonable accommodation during the application process, please click here.
• IHG does not accept applications, inquiries, or unsolicited CVs/resumes from staffing or recruiting agencies. Please click here for our agency policy.
• If you are a resident of or applying to a job opening in the State of Washington, please click here to read about applicable benefits.

Bachelor's degree or equivalent experience; previous hospitality or contact center experience preferred; strong problem-solving, stakeholder management, and adaptability; comfortable with multiple systems.

Key Responsibilities

• handling inquiries
• resolving issues
• supporting accounts

Skills & Tools

Javelin, Tableau, IWOS

Job Details

• Category: Customer Service
• Seniority: No Prior Experience Required
• Commitment: Full Time
• Workplace: Remote — Makati City, Metro Manila, Philippines
• Languages: English

About IHG Hotels & Resorts

A global hotel company providing hospitality services and support. — Industry: Hospitality and Tourism