Representative Customer Care

作为洲际酒店集团的客服代表，你将负责处理全球客户预订、会员计划咨询及服务投诉，通过电话或在线渠道提供高效个性化服务

Provide an industry-leading reservation, loyalty program and service recovery solution for all contacts · Champion BrandHearted behaviors by demonstrating brand knowledge, brand passion and brand pride. · Embrace the global and cultural diversity of our guest and business needs. · Consistently strives to meet or exceed defined performance expectations (revenue, conversion, quality, ADR premium, partner offers, customer satisfaction, etc.) as set by management despite difficulties or obstacles. · Inspire loyalty and build rapport with our guests, business partners, hotels and corporate employees, through personalized and efficient service driven by the customer needs. Creatively find solutions, within a framework, to drive results; takes accountability and listens to ideas and feedback of others. · Manage time effectively (including adherence to assigned schedule, attendance, etc.) · Provide a seamless customer experience through effective use of systems information and tools . · Self-motivated, positive, "want-to" attitude with a willingness to take on new challenges. Actively participates in company initiatives, training and events. · Take ownership of personal development while aligning with team priorities and company goals. · Embracing change and adjusting well to evolutions in situation and task while sensitively responding and supporting others through change. · Understand and consider the impact of own actions on self and others (colleagues, guests, and hotels, etc.) · Seek opportunities to improve individual and team performance. Help team and colleagues stay motivated and deliver on goals. · Support and demonstrate IHG’s company values and ways of working. · Willingly deliver on additional tasks as assigned.