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.