Bilingual Customer Support Analyst - Fluent English and Vietnamese
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Bilingual Customer Support Analyst - Fluent English and Vietnamese

SiteMinder

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Bilingual Customer Support Analyst - Fluent English and Vietnamese

About the job

You may not have heard of SiteMinder, but If you’ve ever booked hotel accommodation online, chances are, you’ve used one of our products. We are the leading cloud platform for hotel integrations and bookings with a presence in more than 160 countries, focusing on disruptive solutions for the hotel industry since 2006, we have grown to more than 30,000 hotel customers. For over ten years we've been changing the way hospitality works empowering hotels to attract, reach and convert guests across the globe.


What we have available:

The Customer Support Analyst will provide frontline technical and non-technical software functionality assistance and support to SiteMinder customers across Vietnam and English speaking countries in the APAC region.

The Customer Support Analyst is the first point of contact for SiteMinder’s valued customers and as such, is key to maintaining the SiteMinder brand. 

What is it like to work with us?

Our people tell us that they joined us for career opportunities, the unique culture and the interesting and challenging work they undertake every day.  What they really love about working at SiteMinder is the fun, friendly, relaxed environment and the work hard, play hard camaraderie they share with their teams.
 
Many of the people we hire come recommended by friends or colleagues already working with us so we encourage you to check your network and see if someone you know is already part of the SiteMinder team to ask them directly about our culture. Vibrant, energised, relaxed and fun are just some of the adjectives they used to describe us.

We’re no longer a start up but we are still growing fast, which can be challenging. We’re pretty young in our journey and we are working on a variety of initiatives to support our staff in getting the best out of their SiteMinder career experience.
 
Check out our website to find out more about us, the story of our founders is also pretty inspiring and definitely worth a watch. You can find us at www.siteminder.com there’s a whole lot of information that should help inform your decision to apply. If you think you are a fit, we’d love to hear from you!

About you

As a Customer Support Analyst you can expect to:
  • Provide technical and non-technical functionality support for all SiteMinder labeled products and services to our English speaking and Vietnamese speaking customers
  • Develop strong customer relationships by providing exceptional technical and non-technical functionality support alongside high levels of customer service utilising phone, email and other avenues where necessary
  • Identify each customer's support and configuration requirements, set the customer expectation and resolve the customer's issue, delivering against the customer's expectations and your key performance indicators (KPIs)
  • Ensure all cases are resolved or escalated to the appropriate party in a timely manner in accordance with company service level agreements (SLAs) and individual KPIs, prioritising caseload appropriately
  • Ensure all issues are logged accurately in SiteMinder's CRM (Salesforce) and that are cases are closed
  • What you bring to be successful in the role:
  • High level of customer service and interest in all things IT and Software
  • Languages: Fluent Vietnamese and English communication skills, both verbal and written
  • Strong troubleshooting/problem solving skills - you'll be able to quickly analyDe problems, determine the root cause and reach a resolution
  • An ability to operate across several computer platforms and environments - all at the same time
  • A love of customer interaction and the capacity to support a range of customers with differing needs and experiences
  • Experience working within a high volume telephone-based SLA and KPI driven environment where your success is determined by great customer outcomes
  • What you can expect at SiteMinder:
  • Supportive leadership team who love coaching and growing talented people
  • Great city centre location with waterfront views of Sydney Harbour
  • Contemporary, collaborative office space with the latest technology
  • First class product training programme on our market leading products that solve real problems
  • Various travel and industry-related discounts
  • Weekly office happy hours and regular employee events
  • Global exposure. With over 600 employees in our international offices (Dallas, London, Bangkok and Galway) and 30,000+ hotels using our software in more than 100 different countries, you are guaranteed to interact with colleagues and customers across the globe
  • Our SiteMinder Values:
  • Think customer - See everything from the customer's perspective.
  • Be in the game - Passionate high performers, no spectators.
  • Own it, finish it - Be decisive and accountable.
  • OK is not OK - Make what you do great, challenge the status quo and innovate.
  • Be candid - Have regular, open and sometimes difficult conversations.
    • Language required: English.

    The company

    As the leading cloud platform for hotels, SiteMinder allows hotels to attract, reach and convert guests across the globe. We serve hotels of all sizes with award-winning solutions for independents and groups alike, wherever they are in the world.

    SiteMinder’s products include The Channel Manager, the industry’s leading online distribution platform; TheBookingButton, a wholly-branded booking engine for direct bookings via the web, mobile or social; Canvas, the intelligent website creator for independent hoteliers; Prophet, real-time market intelligence solution that takes the guesswork out of pricing rooms; and GDS by SiteMinder, a single-point of entry to a six-figure network of travel agents and the world’s major GDSs.

    With more than 26,000 hotel customers and 400 of the industry’s top connectivity providers as our partners, today we have presence in more than 160 countries on six continents.

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    Bilingual Customer Support Analyst - Fluent English and Vietnamese

    New South Wales, Australia

    Full-time, Indefinite

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