Customer Solutions Consultant

At SiteMinder, we believe that the individual contributions of our employees are crucial to our success. We value and encourage diverse teams that include and respect a variety of voices, identities, backgrounds, experiences, and perspectives. Our inclusive culture allows employees to bring their unique selves to work and take pride in doing so. It is through our differences that we continue to revolutionize the way we serve our customers. Together, we are stronger! We are a team of technology enthusiasts who understand that simplicity is key for hoteliers. Since 2006, we have been dedicated to innovating our world-leading hotel commerce platform to help accommodation owners attract and book more guests online in a quick and straightforward manner. Our platform has assisted a wide range of properties, from boutique hotels to large chains, allowing travelers to book various types of accommodations worldwide. Today, SiteMinder is the global leader in open hotel commerce, supporting 47,000 hotels in 150 countries, with over 125 million reservations processed annually through our technology. About the Customer Solutions Consultant Role: As a Customer Solutions Consultant at SiteMinder, you will play a critical role in providing technical assistance and guidance to our customers and partners across the region. Your expertise and insights are essential in upholding the SiteMinder brand and enhancing opportunities for customers to effectively integrate our products and services. Key Responsibilities: - Provide technical support for all SiteMinder products and services to internal and external customers, focusing primarily on the Mandarin-speaking APAC region. - Build strong customer relationships by delivering exceptional technical support and advice via phone, chat, and other communication channels. - Identify customer support needs and configuration requirements, manage customer expectations, and resolve issues in alignment with internal KPIs. - Ensure timely resolution of all cases following company SLAs and personal KPIs. - Serve as a technical authority, pinpointing issues, and effectively communicating requirements internally. - Act as an escalation point for frontline colleagues, guiding them towards solutions or personally resolving customer issues. Requirements: - Excellent customer service and IT technical skills. - Proficiency in English communication, both written and verbal. - Strong analytical capabilities to quickly identify and resolve problems. - Ability to navigate multiple technical platforms in a fast-paced, KPI-driven environment. - Proficiency in diagnosing and troubleshooting web browser and connectivity issues. - Effective in customer interaction, conflict resolution, and stakeholder management. - Desirable: Previous experience in a high-volume contact center providing technical customer support. - Desirable: Prior experience in the hospitality industry in a technical or guest-facing role. Our Perks & Benefits: - Hybrid working model (combination of in-office and remote work). - Mental health and well-being initiatives. - Generous parental leave policy, including secondary caregivers. - Paid birthday, study, and volunteering leave annually. - Sponsored social clubs, team events, and celebrations. - Employee Resource Groups (ERG) for networking and engagement. - Personal growth investment through training opportunities. If this job description resonates with you, we invite you to join our team! Please submit your resume, and our Talent Acquisition team will reach out to you. Kindly share your pronouns and any interview process adjustments you may require. We encourage applications from individuals belonging to underrepresented groups.,