Commercial Analyst, SBC
International Luxury Hotel Association
Configuration Success Analyst
SiteMinder
full-time
Posted on:
Location Type: Hybrid
Location: Manila • 🇵🇭 Philippines
Visit company websiteSalary
💰 ₱25,000 - ₱27,000 per month
Job Level
Mid-LevelSenior
About the role
- 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.
Requirements
- 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.
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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingcustomer servicetechnical supportCRM systemsdata analysisguest acquisition strategyprocess improvementconfiguration managementSLA managementKPI management
Soft skills
communicationrelationship buildingcustomer experience focusmultitaskingtime managementcollaborationadaptabilityproblem-solvingself-starterinterpersonal skills