Representative Customer Care

Essential Duties and Responsibilities: - (Key Activities)

• 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 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. 工作职责
• 为所有联系人（比如电话、电子邮件等）提供业内领先的忠诚度计划与服务补救解决方案。
• 通过展现品牌知识、对品牌的热情和自豪感，来主导心系品牌的行为。
• 始终努力达到或超越管理团队设定的业绩预期。
• 通过由客户需求驱动的个性化、高效的服务，激发客户、业务合作伙伴、酒店合作伙伴和洲际酒店集团员工的忠诚度，建立密切的关系。运用创意，积极发现推动业绩的解决方案；倾听他人的意见与反馈并以主人翁的精神负责相应的事务。
• 有效管理时间（包括遵守所分配任务的时间规定、出勤情况等）。
• 通过高效使用系统、信息与工具，提供完美的客户体验。
• 展现自我激励、积极主动的态度，“积极主动”接受新的挑战。对指导和反馈做出积极响应。
• 主动参加公司的各项计划、培训与活动。
• 对个人的发展具主人翁精神，并使之与团队的优先任务及公司的目标相一致。
• 优秀的情况与任务变化的适应能力，敏锐地响应和支持他人。
• 理解并考虑自身行为对自己和他人（同事、宾客及酒店等）的影响。
• 寻找改进个人与团队绩效的机会。帮助团队和同事始终保持积极进取的状态，努力达成目标。
• 必须能够确定如何正确地使用外拨电话、互联网和其他公司工具，以便恰当地完成工作职责。
• 支持并展现出洲际酒店集团的价值观及工作之道。
• 愿意执行其他分配到的任务。

Proficiency in English (CET-4/6 or above) Good communication skills Willingness to work in shifts (7am to 11pm) Relevant work experience is preferred 良好的英文能力 (CET4/6及以上） 良好的沟通能力 接受轮班制的工作（7am to 11pm) 有相关的工作经验优先考虑

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