The Customer Care Specialist provides technical support for reservation, web, and business intelligence products via email and phone to hotel customers. They troubleshoot issues, document cases in CRM, and aim for first-contact resolution. Key responsibilities include follow-up, research using knowledge bases, customer education, escalation when needed, and staying updated on processes. Required skills include at least two years of customer service experience, preferably in hospitality, help desk or issue resolution background, strong communication, analytical skills, proficiency in Microsoft Office and CRM, and the ability to handle diverse customer interactions. A bachelor's degree or relevant experience is preferred. The role demands a personable, process-driven individual with a positive attitude who can manage multiple projects and build trusting customer relationships.