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Representante de atendimento ao cliente - japonês

Marca do Hotel:
Localização: Filipinas, Região da Capital Nacional (Manila), Makati City

Número do trabalho: EMEAA31920


About Us

IHG® (InterContinental Hotels Group) is one of the world’s leading hotel companies with a presence in almost 100 countries. We create Great Hotels, Guests Love® everyday for millions of people and we are looking for people just like you to join our award-winning team.

At IHG® we employ people who apply the same amount of care and passion to their jobs as they do their hobbies - people who put our guests at the heart of everything they do. And we're looking for more people like this to join our friendly and professional team.

Our portfolio of brands is diverse, unique and exciting. We recapture the glamour of travel with InterContinental® and bring enjoyable travel to everyone with Holiday Inn®. We make business travel really work with Crowne Plaza® and pioneer new concepts to meet changing consumer needs with EVEN® Hotels and HUALUXE®. We’ve built the world’s biggest loyalty brand, IHG® Rewards Club, to show just how much we value our members. IHG’s most important assets, though, are the hundreds of thousands of great people who work with us around the world.

We bring True Hospitality to everyone by connecting our portfolio of leading hotel brands, our leading-edge systems and our ways of reaching customers, with the passion and dedication of our colleagues around the world. Individually, these are strengths. Together, they give us the platform to deliver exceptional growth and the confidence to know we can make a difference to travellers everywhere.

 




Your day to day

Our Japanese Customer Care Representatives will assist Japanese guests with reservations and other hotel-related inquiries, and provide elite customer service while promoting and selling our hotels through phone. Provide assistance in translating information thru verbal or email communication from native Japanese to English and vice versa and be able to communicate effectively with other departments within IHG.

Job Summary

Represents the Company by coordinating all aspects of IHG Rewards Club Program and liaison between the Japanese guests and hotels in order to maintain member satisfaction.

Essential Duties and Responsibilities

Coordinate all aspects of member account services by serving as the primary point of contact and resource to resolve IHG Rewards Club 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 Club 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.

 




What we need from you

Required Skills

  • Preferably with Native-Level Japanese Communications Skills and good command in Kanji
  • 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.



What we offer

Join us and not only can you benefit from the world of variety and opportunity that comes with working for a global organization, you can also look forward to being part of a company that will appreciate you for being you and experience world-class IHG® benefits:

•    Experience Pay
•    Language Premium
•    Regularization of employment after 3 months
•    Hotel Discounts Worldwide for you and your family and friends
•    Retirement Plan
•    Medical Insurance (for employee and immediate family members)
•    Dental Insurance
•    Life Insurance
•    Accident Insurance
•    30 days Leave Credits (15 days convertible to cash)
•    20% night differential shift
•    Global Recognition Programs
•    Global career opportunities, training and room to grow opportunities
•    Great location
•    And Much More!

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today and let's #GoFurtherTogether.

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