Business Support Agent

The Business Support Agent provides operational support and coordination for business processes including Best Price Guarantee claims, Data Subject Access Requests, property information updates, user training, and business support case management. The role serves as a central contact between hotels, Customer Contact Centres, and corporate stakeholders.

The agent validates claims, coordinates DSAR cases, maintains property information and documentation, delivers training, manages Zendesk support requests, escalates complex reservation issues, and prepares operational reports. Qualifications include a bachelor’s degree in Business, Hospitality, Information Systems, or a related field, 1–3 years of relevant experience, proficiency with Microsoft Office applications, and strong communication, organization, analytical, and stakeholder coordination skills.

Review, assess, and validate Best Price Guarantee claims against policies, booking details, rate conditions, evidence, and submission timelines.

Log and coordinate Data Subject Access Request cases, including identity verification, data-owner follow-up, confidential information handling, and deadline tracking.

Review, validate, and update approved property information across systems, platforms, databases, and knowledge management tools.

Deliver onboarding, refresher, system, process, and ad hoc training, while maintaining SOPs, user guides, FAQs, process flows, and knowledge articles.

Manage Zendesk B2B and B2C requests, prepare operational reports, maintain performance trackers, and escalate complex booking or system issues.

Bachelor’s degree in Business, Hospitality, Information Systems, or a related field.

1-3 years of experience in business support, customer service, project coordination, knowledge management, or related functions.

Proficiency in Microsoft Office applications, including Excel, PowerPoint, PowerPivot, and Teams.

Strong communication, organization, stakeholder coordination, analytical, problem-solving, and documentation skills.

Ability to manage multiple priorities, work independently, and perform effectively in a fast-paced environment.