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.

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

Customer Solutions Consultant – Mandarin, English

Key skills