Customer Care Specialist - Fraud Prevention at IHG Career

London, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

26 May, 26

Salary

0.0

Posted On

25 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Problem Solving, Guidance, Brand Champion, Decision Making, Time Management, Active Listening, Empathy, Cultural Sensitivity, Web Navigation, Data Capture, Bilingual Skills, Troubleshooting, System Usage

Industry

Hospitality

Description

Role Purpose An expert in providing travel advice and solutions in escalated or high-profile situations. Perform in a lead role, solving problems and providing guidance to staff. A critical customer touch point for delivering on our IHG brand experience. Be a brand champion, taking pride in using every customer interaction to educate on our brands and products. Empowered to make creative decisions using tools and market insight that will deliver on the unique travel needs of our guests, to drive revenue and customer loyalty. Passionate for learning and developing themselves to be the best in an ever-evolving role. Key Accountabilities Provide an industry-leading reservation, loyalty program and service recovery solution for all contacts Perform in a lead role and provide guidance to less experienced staff in the accomplishment of tasks and or when solving more complex issues. Champion Brand Hearted 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. Key Skills & Experiences EDUCATION Some secondary school, high school diploma preferred but not required. EXPERIENCE Previous call center experience in a sales and/or customer service capacity (non-scripted environment). Hotel/travel experience desired. 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, basic technology/telephone troubleshooting, effective and efficient use of online communication tools and other systems applications; 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. PHYSICAL REQUIEMENT Capable to perform work in a normal office environment (contact center) and remotely (work-from- home) At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey? Who we are At IHG Hotels & Resorts, we work together to deliver True Hospitality for Good on a global scale. With corporate offices and over 6,000 hotel destinations worldwide, a career at IHG is the perfect way to broaden your horizons. You’ll experience our unique culture and brilliant colleagues who will support and inspire you. With a host of corporate opportunities to choose from, wherever you are on your career journey, and whatever you want to achieve there’s Room for You at IHG. Over recent years, we’ve transformed our company. We have bold ambitions to drive performance and maintain our relentless focus on growth in order to be the hotel company of choice that guests & owners love. We are a hospitality business at our core and value connections and being together helps us foster a unique sense of belonging that also supports productivity. That’s why here at IHG, we give our colleagues flexibility and balance – working in a hybrid way, blending office and remote working collectively. We recognise that every role is different, that’s why leaders work with teams to determine how and when they collaborate. We provide a wide range of benefits designed to help you live your best work life. These include impressive room discounts across our many properties, recharge days and volunteering days throughout the year. Through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace. We offer a unique and inclusive culture, where there is always Room for You to belong, grow and make a difference. Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other category protected by applicable laws. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

Responsibilities

The specialist acts as an expert providing travel advice and solutions in escalated or high-profile situations, performing a lead role by solving problems and guiding staff. They are responsible for delivering industry-leading reservation, loyalty program, and service recovery solutions while championing brand behaviors.