Manager, Critical Response & Support

The Manager, Critical Response & Support role at InterContinental Hotels is an exciting opportunity to join our dedicated team and make a positive impact on our guests. We are seeking a highly organized professional with superb communication and problem-solving skills, as well as a passion for delivering exceptional customer service. Qualifications for this role include a minimum of five years of experience in a customer service/support environment, as well as a high level of proficiency in English (both written and spoken). If you have the experience and skillset needed to excel in this role, we want to hear from you!

Responsibilities:

1. Monitor customer service inquiries and ensure that issues are addressed in a timely and efficient manner.
2. Develop and implement strategies to improve customer service and engagement.
3. Provide prompt responses to customer inquiries and complaints.
4. Identify and resolve customer service issues and ensure customer satisfaction.
5. Create customer feedback surveys and analyze data to identify areas of improvement.
6. Develop customer service standards and procedures and ensure they are followed.
7. Train and mentor customer service staff and ensure they are up-to-date on all customer service policies and procedures.
8. Maintain accurate records of customer interactions and transactions.
9. Monitor customer service trends and develop strategies to address any issues.
10. Develop and implement customer loyalty and retention programs.

According to JobzMall, the average salary range for a Manager, Critical Response & Support in Atlanta, GA, USA is between $81,000 and $126,000 per year. The exact salary will depend on the qualifications, skillset, and experience of the individual.

InterContinental Hotels & Resorts is a hotel brand founded in 1946 as a subsidiary of Pan American World Airways. As of September 2018, there are 200 InterContinental hotels featuring over 68,000 rooms worldwide.