IHG Manager, Customer Service, AMEA in Singapore, Singapore

Manager, Customer Service, AMEA

Job Number R148921

Hotel Brand: IHG Corporate

EMEAA - Singapore - Central Singapore - Singapore


About us

What's your passion? Whether you're into jogging, reading or sky-diving, at IHG we're interested in YOU. We love people who apply the same amount of care and passion to their jobs as they do their hobbies - people who help us create great hotels guests love. At the moment we're looking for a Manager, Customer Service, Technology Operations, AMEA to join our fun and energetic team at Singapore Corporate Office.

Your day to day

Job Summary

This position is primarily responsible for delivering world class technology support services for the corporate offices and our hotels in AMEA as well as maintaining existing Infrastructure for those locations. This position will also have responsibilities in providing leadership to the Technology support team based in the region and act as a central point of contact for all support related escalations.

Key Responsibilities

  • Advise team members in assigned process in accordance with Service Level Agreements, completion of assignments, rules, schedules and resolves issues. Monitor incident workflow and queue execution.

  • Apply quality control processes in accordance with set guidelines and provide feedback to each team member to ensure adherence to quality absolutes.

  • Act as primary escalation point for agents and other departments for service escalations or issues.

  • Advise staff of formal policies and procedures, identifying options and resolving issues.

  • Maintain consistent, high-quality customer-focused orientation.

  • Own major incidents captured at the service desk; executing all steps of the major Incident Management role.

  • Analyze incident data for identification of systemic technical problems in the IHG environment and appropriately create and monitor related problem records. Monitor the effectiveness of technical support and ensure proper diagnosis and resolution processes of complex system problems for all Internal and External Systems products and applications are being followed.

  • Work with Global Support and Services team to deliver support initiatives to our hotels and corporate office colleagues in the region - Provide leadership and mentoring to the Customer Service team in the region.

  • Responsible for providing personalized support for AMEA ROC and selected VIPs in the region.

  • Remain contactable via mobile phone 24x7 for out-of-office-hours support

What we need from you

Ideally, you'll have a recognised degree with 4-5 years of experience in Networking, Microsoft Active Directory, Microsoft Exchange, Office 365 Administration and Support. You will possess at least 2 years of experience in managing medium scale projects, Staff management and Vendor management. Technical Skills and Knowledge: - Microsoft platform (Windows OS, Exchange 2003) preferably MCSE-certified - Cisco Networking preferably CCNA-certified - Technologies - On-property Hotel technologies (e.g. PMS, POS, Sales & Catering, CRM, Revenue Management)

What we offer

In return, we'll give you a competitive benefits package including salary, discounted accommodation world wide and the opportunity to progress your career with IHG. You'll have the chance to work with a great team of people, and most importantly, we'll give you Room to be yourself. So what's your passion? Please apply on-line and tell us how you can bring your individual skills to IHG.

To find out more about us or any other jobs with IHG please look at careers.ihg.com.