Customer Solutions Consultant - Mandarin & English
At SiteMinder we believe the individual contributions of our employees are what drive our success. That’s why we hire and encourage diverse teams that include and respect a variety of voices, identities, backgrounds, experiences and perspectives. Our diverse and inclusive culture enables our employees to bring their unique selves to work and be proud of doing so. It’s in our differences that we will keep revolutionising the way for our customers. We are better together!
What We Do…
We’re people who love technology but know that hoteliers just want things to be simple. So since 2006 we’ve been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online - quickly and simply.
We’ve helped everyone from boutique hotels to big chains, enabling travellers to book igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and everything in between.
And today, we’re the world’s leading open hotel commerce platform, supporting 50,000 hotels in 150+ countries - with over 130 million reservations processed by SiteMinder’s technology every year.
About the Customer Solutions Consultant – Mandarin & English role…
Our Technical Support team is an integral link for our 33k+ customers, helping them get the most out of our SaaS solutions. You will become part of an upbeat, high-energy work environment with diverse cross-functional interactions, while developing valuable on-the-job skills.
You will use your experience, personality, and strong people skills to make an immediate contribution to the team and positively impact customer loyalty and satisfaction.
We are looking for a Mandarin & English Customer Solutions Consultant to provide frontline technical assistance and support to SiteMinder customers globally.
As the first point of contact, you will play a key role in upholding SiteMinder’s brand and delivering the right solutions across our complete product suite and services. While your primary focus will be supporting external customers worldwide, you will also collaborate closely with internal teams and partners.
This is a 6-month contract role in Bangkok, Thailand or Malaysia. A great opportunity to showcase your skills, work on challenging projects, and make a tangible impact in a fast-paced, collaborative environment.
What you’ll do…
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.
What you have…
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; must be based in Thailand or Malaysia
Our Perks & Benefits…
Equity packages for you to be a part of the SiteMinder journey
Hybrid working model (in-office & from home)
Mental health and well-being initiatives
Generous parental (including secondary) leave policy
Paid birthday, study and volunteering leave every year
Sponsored social clubs, team events, and celebrations
Employee Resource Groups (ERG) to help you connect and get involved
Investment in your personal growth offering training for your advancement
Does this job sound like you? If yes, we'd love for you to be part of our team! Please send a copy of your resume and our Talent Acquisition team will be in touch.
When you apply, please tell us the pronouns you use and any adjustments you may need during the interview process. We encourage people from underrepresented groups to apply.