SiteMinder

Customer Solutions Consultant – Mandarin, English

SiteMinder

contract

Posted on:

Location Type: Hybrid

Location: Bangkok • Thailand

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About the role

  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supportanalytical supporttroubleshootingproblem resolutionprocess enhancementfeature testingcustomer relationship managementdata loggingproduct developmentcompatibility testing
Soft Skills
communicationanalytical mindsetorganizational skillsdetail-orientedproactiveteam collaborationcustomer serviceflexibilityownershipadaptability