Customer Solutions Consultant

About the role

You will develop strong customer relationships by delivering exceptional technical and analytical support while maintaining high levels of customer service across all interactions. You will serve as the first point of contact for SiteMinder customers globally, acting as a key asset in preserving our branding and ensuring appropriate resolution paths. Your primary focus will be external customers across the globe, while also providing essential support to internal teams and partners who rely on your expertise. You will utilize your experience, personality, and people skills to make an immediate contribution to our team and positively impact customer loyalty and satisfaction levels consistently. This role requires agility to operate seamlessly across several platforms and system environments simultaneously, ensuring that every interaction upholds the standards of our world-class support experience.

Key facts

What you'll do

• Develop strong customer relationships by providing exceptional technical and analytical support alongside high levels of customer service, utilising Phone, Email, Chat, and other appropriate mediums.
• Identify customers' specific support and configuration requirements, set expectations, and resolve issues, delivering against your key performance indicators (KPIs).
• Ensure all cases are resolved or escalated to the respective stakeholder in a timely manner in accordance with company service level agreements (SLAs) and individual KPIs, prioritising your caseload appropriately.
• Ensure all customer (internal and external) issues are logged accurately in SiteMinder's CRM tool (Salesforce).
• Actively participate in product enhancement and training sessions (F2F, virtual, or self-learning).
• Help develop and evolve our SiteMinder products and systems by providing innovative and comprehensive feedback.
• Test compatibility of new features with existing product features and systems, documenting observations and outcomes.
• Keep up to date with technical and feature developments by attending workshops, reviewing internal publications, and participating in F2F and virtual training sessions.
• Unlock the potential in our support process by identifying and taking ownership of improving our various methods and processes.
• Analyse complex customer issues by thinking on your feet to determine root causes and assess impact while reaching efficient resolutions.
• Serve as an expert in our complete product suite, guiding both internal teams and external partners through intricate technical challenges.
• Champion the customer experience by balancing empathy with efficiency in high-volume, SLA-driven environments.
• Diagnose and troubleshoot web browser and connectivity issues to help resolve less complex customer problems swiftly.
• Communicate technical information in an accessible manner to non-technical customers, adapting your style for diverse audiences.
• Proactively identify opportunities for process improvements and contribute ideas that enhance team productivity and customer satisfaction.

Requirements

• High level of customer service and analytical skills (able to think on the spot to efficiently analyse an issue, determine its root cause, assess impact, and reach a resolution).
• Technical knowledge, especially from a hotel background.
• Fluent in English and Spanish with excellent verbal and written communication skills.
• Excellent problem-solving and troubleshooting skills.
• Strong organizational and time management skills with attention to detail and a process improvement mindset.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Proven ability to manage remote working successfully in terms of teamwork, learning & development, productivity, and motivation.
• Experience working in a high-volume, telephone-based, SLA- and KPI-driven environment.
• Stakeholder management and ownership mentality when working across internal and external teams and partners.
• Agility to operate seamlessly across several platforms and system environments simultaneously.
• Ability to diagnose and troubleshoot web browser and connectivity issues to help resolve less complex customer issues.
• Strong capacity for customer interaction and conflict resolution.
• Ability to support a range of customers with differing needs and technical abilities, communicating technical information in an accessible manner to non-technical customers.
• Innate curiosity, proactive mindset, and a commitment to continuous learning in a fast-paced, dynamic environment.

Practical notes

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