Bilingual Training and Implementation Analyst - Bahasa and English

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.