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Mid LevelContract
Salary Range
$51,000 - $69,000 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Mandarin & English Customer Solutions Consultant to provide frontline technical assistance and support to SiteMinder customers globally. This is a 6-month contract role in Bangkok, Thailand, where you will play a key role in upholding SiteMinder’s brand and delivering solutions across our product suite.
Key Responsibilities
- →Develop strong customer relationships by delivering exceptional technical and analytical support via phone, email, chat, and other channels
- →Identify customers’ support and configuration requirements, set clear expectations, and resolve issues in line with KPIs
- →Ensure all cases are resolved or escalated to appropriate stakeholders in a timely manner, in accordance with company SLAs
- →Accurately log all internal and external customer issues in SiteMinder’s CRM tool (Salesforce)
- →Actively participate in product enhancement initiatives and training sessions
- →Contribute to the development of SiteMinder products by providing innovative feedback
- →Test compatibility of new features with existing product functionalities and document observations
- →Stay up to date with technical and feature developments through workshops and ongoing training
- →Identify opportunities to improve support processes and drive process enhancements
Requirements
- ✓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 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 hybrid setup and takes full ownership of outcomes
- ✓Flexible to work shifting schedules, including weekends and holidays
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