Hybrid Customer Solutions Analyst – Spanish

at SiteMinder

• Job title: Customer Solutions Analyst – Spanish
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Manila, Philippines

About the role

• Customer Solutions Analyst providing technical support for SiteMinder's hotel commerce platform. The role involves assisting global customers with technical issues in a bilingual support capacity.

Responsibilities

• Develop strong customer relationships by providing exceptional technical and analytical support alongside high levels of customer service utilising Phone, Email, Chat and other mediums 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

Requirements

• 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 in **English** and **Spanish** with excellent communication skills, both verbal and written
• Excellent problem solving and troubleshooting skills
• Strong organizational and time management skills with attention to detailA process improvement Mindset
• Ability to effectively prioritize 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

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