Bilingual Technical Customer Support - Fluent English amp; Bahasa IndonesiaThe Customer Solutions Consultant will provide technical assistance and advice to SiteMinder customers and partners across the Asia Pacific region who use our hotel software products.
Their knowledge and insights are key to maintaining the SiteMinder brand and providing opportunities for our customers to better integrate our products and services.
Hours of work: Monday to Friday 1130am - 8pm or 1230pm - 9pm.
Who we areEver booked hotel accommodation on Booking.com, Expedia or TripAdvisor? Chances are, you’ve used SiteMinder.
Our goal is to liberate hoteliers with technology that makes a world of difference, and we do that by helping them find and acquire guests online.
We are the world’s leading guest acquisition platform for hotels, supporting 35,000 hotels in 160 countries to generate more than 87 million reservations on our platform each year.As the Bilingual Technical Customer Support, your primary responsibilities will include:
- Provide Technical Support to all SiteMinder labelled products and services to internal and external customers, with a primary focus across the Bahasa Indonesia language speaking APAC region.
- Develop strong customer relationships by providing exceptional technical support and consultation, across our phone, chat and other contact channels.
- Identify customer support and configuration requirements, set customer expectations and resolve their issues, delivering against customer demands and internal KPIs.
- Ensure all cases are resolved in a timely manner in accordance with company SLAs and personal KPIs.
- Act as a technical expert, identifying issues and communicating issues and requirements internally.
- Act as an escalation point for frontline teammates, guiding and empowering them to find solutions, or stepping in to resolve customer issues personally
The ideal candidate will possess:
- High level of customer service and IT technical skills.
- Fluent Bahasa Indonesia and English communication skills, both written and verbal.
- Strong Analytical skills - You’ll be able to quickly analyse problems, determine the root cause and reach a resolution.
- An ability to operate across multiple technical platforms and systems in a fast paced, KPI driven environment.
- An ability to diagnose and troubleshoot web browser and connectivity issues.
- Great capacity for both internal and external customer interaction as well as conflict resolution.
- Stakeholder management and working across internal teams to find solutions.
- Desirable: Previous experience working in a high volume contact centre providing technical customer support.
- Desirable: Previous experience working in the hospitality industry in a technical or guest facing capacity.
- Desirable: Previous experience dealing with database query languages or tools (e.g. SQL, Python)
How to applyDoes this job sound like you? If yes, please apply with a copy of your resume and our Talent Acquisition team will be in touch.
We encourage people from underrepresented groups to applyWhy join SiteMinder HQ?See where the tech magic happens at SiteMinder HQ - the home of our product and development teams. We’re the trailblazers of our industry and
our enemy is closed thinking, so you’ll have the chance to be creative and question the status quo.
Every day, you’ll have new problems to solve - and meet new people to learn from. Our executive team and global functions are based in Sydney, so you’ll benefit from access to leaders and collaboration with people from all walks of the business. We continue to grow rapidly and we’re committed to supporting the learning you need as you grow with us.