The Customer Solutions Consultant will provide technical assistance and advice to SiteMinder customers and partners across the region.

Their knowledge and insights are key to maintaining the SiteMinder brand and providing opportunities for our customers to better integrate our products and services.

What you'll do:

• Provide Technical Support to all SiteMinder labelled products and services to internal and external customers, with a primary focus across the Mandarin 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.

What you have:

• High level of customer service and IT technical skills.
• Fluent Mandarin 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)
• Desirable: Fluent spoken and written Cantonese.