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Customer Chat Analyst (English)
Siteminder
Manila
Published X days ago

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At SiteMinder we believe the individual contributions of our employees are what drive our success. That’s why we hire and encourage diverse teams that include and respect a variety of voices, identities, backgrounds, experiences and perspectives. Our diverse and inclusive culture enables our employees to bring their unique selves to work and be proud of doing so. It’s in our differences that we will keep revolutionising the way for our customers. We are better together!

What We Do…

We’re people who love technology but know that hoteliers just want things to be simple. So since 2006 we’ve been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online - quickly and simply.
 
We’ve helped everyone from boutique hotels to big chains, enabling travellers to book igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and everything in between.
 
And today, we’re the world’s leading open hotel commerce platform, supporting 34,000 hotels in 150 countries - with over 100 million reservations processed by SiteMinder’s technology every year.

About the Customer Chat Analyst role...

Our Technical Support team is an integral link for our 33k+ customers to get the most out of our SaaS solutions. You will become part of an upbeat, high-energy work environment with a myriad of diverse interpersonal/interdepartmental interactions whilst learning invaluable and transient on-the-job skills. You will use your experience, your personality and people-skill talents to make an immediate contribution to our team and positively impact on our customer loyalty and satisfaction levels. It’s not a role for the reactive however - sometimes you won’t know the right answer but being up for the challenge, you’ll rely on a wealth of written and people resources to quickly research a response – and sometimes, there’s a chance you’ll just have to Google it.

Make this role your stepping stone to a very bright future!

We want you to be our English Customer Solutions Analyst where you will provide frontline technical assistance and support to SiteMinder customers Globally. As the first point of contact, you will be a key asset in maintaining SiteMinder branding and solutioning the right resolution across our complete Product Suite and services. Your primary focus will be external customers across the globe, but our internal teams will need your help too, as well as our partners!

What you’ll do…

  • Develop strong customer relationships by providing exceptional technical and analytical support alongside high levels of customer service utilising Chat where appropriate
  • Identify customers’ specific support and configuration requirements, set the customer expectations and resolve the customers’ issues, delivering against your key performance indicators (KPI’s)
  • Ensure all cases are resolved or escalated to the respective stakeholder in a timely manner in accordance with company service level agreements (SLA’s) and individual KPIs, prioritising caseload appropriately
  • Ensure all customer (internal and external) issues are logged accurately in SiteMInders’ CRM tool (SalesForce) 
  • Actively participate in Product enhancement and training sessions (F2F/Virtual/self learn)
  • Help develop and evolve our Siteminder Products and systems by providing innovative and comprehensive feedbacks
  • Test compatibility of new features with existing Product features and systems and document observations and outcomes 
  • Keep up to date with technical and feature developments by attending workshops, reviewing internal publications and participating in F2F and virtual training sessions
  • Unlock the potential in our Support process by identifying and taking ownership of improving our various methods and processes
  • Re-inforce SiteMinder behaviours that align to our culture and values

    • What you have…

  • High level of Customer Service and analytical skills (can you think on the spot to efficiently analyse an issue, determine its root cause, check the impact and reach a resolution?)
  • Technical knowledge, especially if it’s from a Hotel background
  • Fluent English with excellent communication skills, both verbal and written
  • Excellent problem solving and troubleshooting skills
  • Strong organisational and time management skills with attention to detailA process improvement Mindset
  • Ability to effectively prioritise and execute tasks in a high-pressure environment
  • Shown ability to manage remote working successfully in terms of team player, learning & development, productivity and motivation.
  • Proven experience working within a high volume telephone based SLA and KPI driven environment
  • Stakeholder Management and ownership mentality working across internal and external teams and partners
  • Agility to operate seamlessly across several platforms and system environments simultaneously
  • Ability to diagnose and troubleshoot web browser and connectivity issues to help resolve less complex customer issues
  • Great capacity and understanding of customer interaction and conflict resolution
  • A penchant for customer interaction and the capacity to support a range of customers with differing needs and technical abilities and experiences (ability to communicate technical information in an accessible manner to non-technical customers)
  • An innate curiosity, proactive mindset and an ability to think outside of the box
  • Strong business acumen and alignment to helping the Support business achieve its goals
  • Ability to travel to our Makati office if required and at least twice a week
  • Ability to work on shifting schedules, weekends and holidays

    • Our Perks & Benefits…
     
    - Hybrid working model (in-office & from home)
    - Mental health and well-being initiatives
    - Paid birthday, study and volunteering leave every year
    - Sponsored social clubs, team events, and celebrations
    - Employee Resource Groups (ERG) to help you connect and get involved 
    - Investment in your personal growth offering training for your advancement

    Does this job sound like you? If yes, we'd love for you to be part of our team! Please send a copy of your resume and our Talent Acquisition team will be in touch.
     
    When you apply, please tell us the pronouns you use and any adjustments you may need during the interview process. We encourage people from underrepresented groups to apply.

    #LI-Hybrid

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