Manage Quote - to - Revenue transformation initiatives for clients, focusing on innovative solutions like Zuora. Inspire teams and drive results in billing operations and pricing strategies.
About the role
- Customer Solutions Consultant providing technical support and assistance to SiteMinder customers. Engage with diverse customers while maintaining strong relationships through high levels of customer service.
Responsibilities
- Develop strong customer relationships by delivering exceptional technical and analytical support alongside high levels of customer service via phone, email, chat, and other channels as appropriate.
- Identify customers’ specific support and configuration requirements, set clear expectations, and resolve issues in line with key performance indicators (KPIs).
- Ensure all cases are resolved or escalated to the appropriate stakeholders in a timely manner, in accordance with company service level agreements (SLAs), while prioritizing caseload effectively.
- Accurately log all internal and external customer issues in SiteMinder’s CRM tool (Salesforce).
- Actively participate in product enhancement initiatives and training sessions (face-to-face, virtual, and self-led).
- Contribute to the development and evolution of SiteMinder products and systems by providing innovative and comprehensive feedback.
- Test compatibility of new features with existing product functionalities and document observations and outcomes.
- Stay up to date with technical and feature developments through workshops, internal communications, and ongoing training.
- Identify opportunities to improve support processes and take ownership of driving process enhancements.
Requirements
- Fluency in English and Mandarin (spoken and written) with the confidence to engage diverse customers
- Technical aptitude, ideally within hospitality or hotel tech, with the ability to troubleshoot browser and connectivity issues
- Experience in a fast-paced, high-volume support environment with SLA/KPI targets
- Strong analytical mindset. Able to quickly identify root causes and deliver smart, effective solutions
- Comfortable navigating multiple systems simultaneously while staying organized and detail-focused
- A natural communicator who can simplify technical concepts for non-technical users
- Proactive, commercially aware, and motivated by team success
- Thrives in a remote or hybrid setup and takes full ownership of outcomes
- Flexible to work shifting schedules, including weekends and holidays
Benefits
- Equity packages for you to be a part of the SiteMinder journey
- Hybrid working model (in-office & from home)
- Mental health and well-being initiatives
- Generous parental (including secondary) leave policy
- 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
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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