• Providing back-end technical support for all SiteMinder labelled products and services to internal and external customers, with a primary focus on customers across English-speaking countries.
• Developing strong customer relationships by providing exceptional onboarding, technical support assistance, and customer retention by providing high levels of customer service utilizing phone, email, and other communication channels.
• Analyzing and providing insights to the customer in setting up the product and overall guest acquisition strategy by driving more awareness
• Build relationships with the customer to promote retention and loyalty.
• Provide continuous feedback on process improvements and on products to mitigate attrition.
• Identifying each customer's support and configuration requirements, setting expectations, and resolving issues whilst delivering against the role key performance indicators (KPIs).
• Ensuring all cases are resolved or escalated to the appropriate party in a timely manner by company service level agreements (SLAs) and individual KPIs, prioritizing caseload appropriately.
• Ensure that all issues are logged accurately on our client’s CRM system and that all cases are closed.
• Assisting with ad-hoc requests as required by management
• Provide training and support for new team members
• Following our client’s practice process and procedures, specifically regarding escalating any security concerns or security breaches.
• Providing support on a 24/7 rotating roster which only changes on a quarterly basis to morning shift or night shift. supporting multiple regions across APAC,EMEA & AMERS.
  
  

• Open to fresh graduates with a customer service mindset and willing to learn
• Having a high level of customer service and exposure to high-growth tech products would be an advantage (not necessarily an IT expert)
• Fluent English communication skills, both verbal and written.
• Strong troubleshooting skills - you will be able to quickly analyze problems, determine the root cause, reach a resolution, and resolve issues with a high level of accuracy.
• Operates across several computer platforms and applications at the same time.
• Social skills, ability to interact with a wide variety of people at different levels of seniority, and a laser focus on the customer experience.
• Experience working within a high-volume-based SLA and KPI-driven environment where great customer outcomes determine your success.
• Self-starter with the ability to multitask, manage own time and work under pressure
• A collaborator by nature and focused on building long-term relationships with clients
• Ability to adapt and evolve with new processes and changes quickly.
• Ability to thrive in a fast-paced, agile, and dynamic environment.
  
  

• 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
  
  

Please refer to job description.