カスタマーケア担当者（KY）

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.

Technical Skills:

· 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;

· Strong web-based navigation skills;

· 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.