Bilingual Training and Implementation Analyst

4 days ago

Sydney, New South Wales, Australia SiteMinder Full time $60,000 - $90,000 per year
Company Description

As the leading cloud platform for hotels, SiteMinder allows hotels to attract, reach and convert guests across the globe. We are a young innovative company that offers a diverse range of job opportunities. SiteMinder staff are exposed to an organisation that values its people and promotes leadership and innovation. We respect a balance between work and life and believe a career with SiteMinder is more than just a job.

Job Description
  • Qualify customer requirements in a courteous and effective manner, and identify the appropriate setup requirements.
  • Provide technical implementation for all SiteMinder products to customers, and set customers live.
  • Identify and communicate the most appropriate training requirements for each customer.
  • Deliver a high standard of customer training via the telephone, Skype, face–to-face communication and any other avenues when necessary.
  • Clearly communicate SiteMinder's support procedures to the customer to ensure the customers ongoing satisfaction with SiteMinder's customer service.
  • Adopt the relevant processes, procedures and policies of the Training and Implementation Team to ensure a consistently high level of customer service. Where necessary identify short falls in the process and procedures and suggest process improvements.
  • Manage daily caseloads effectively, ensuring that training and implementations are scheduled and delivered in a timely manner in accordance with SiteMinder's Customer Service SLA's and individual KPI's with cases appropriately prioritized, I.E. VIP clients.
  • Take ownership of customer's problems and seek to identify, respond and resolve issues before it becomes a conflict, ensuring a satisfactory solution for SiteMinder and the customer.
  • Establish and set customer expectations from the outset and deliver against the customer expectation, individual KPI's and team SLA's.
  • Provide the appropriate amount of feedback to ensure SiteMinder's customers are fully informed.
  • Continually seek to identify new knowledge and contribute to SiteMinder's shared knowledge base.
  • Support the Team Leader as required, enabling the expansion and growth of SiteMinder's support capabilities.
  • Demonstrate commitment to the team's work, to ensure the team achieves its goals, objectives and SLA's.
  • Provide training during Indonesian/ Thai business hours, working from 8am-5pm Indochina time
Qualifications

Bachelor Degree in IT

Fluent in Bahasa, Indonesia and English

Additional Information

SiteMinder's Sydney office has a fun, friendly and energetic team. We work hard to make sure we achieve our company goals but we have a lot of fun along the way.

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