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Hybrid Customer Solutions Analyst – Spanish

at SiteMinder
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Posted 2 days ago

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About the role

  • 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

Job title

Customer Solutions Analyst – Spanish

Job type

Full Time

Experience level

Mid levelSenior

Salary

Not specified

Degree requirement

High School Diploma

Location requirements

HybridManilaPhilippines

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