Support Consultant

Shiji Group provides software solutions and services for the hospitality, food service, retail and entertainment industries, ranging from hotel management solutions, to food and beverage and retail systems, payment gateways, data management, online distribution and more. Founded in 1998 as a network solutions provider for hotels, and later changed to a software provider for the whole consumer market, Shiji Group today comprises 5,000 employees in 80+ subsidiaries and brands, serving over 91,000 hotels, 200,000 restaurants and 600,000 retail outlets. Shiji is committed to connecting the global business of hospitality. We provide an integrated suite of technological solutions that empower hotel, retail, food, and entertainment companies to better connect with their guests.

We are looking for a Support Consultant to provide functional support to users efficiently and effectively. This position is the first point of contact to customers.  The specialist will manage calls (logging, identifying, categorizing and prioritizing) as well as diagnosing and actively resolving customer requests.  As part of their duties, they will need to escalating incidents appropriately to maintain the service level agreements (SLA). 

Job Description

• Provide first level contact and convey resolutions to customer issues
• Properly escalate unresolved queries to the next level of support
• Track, route and redirect problems to correct resources
• Update customer data and produce activity reports
• Walk customers through problem solving process
• Follow up with customers, provide feedback and see problems through to resolution
• Utilise excellent customer service skills and exceed customers' expectation
• Ensure proper recording, documentation and closure
• Recommended procedure modifications or improvements
• Maintain and increase knowledge of operational procedures, products and services
• This role will be on a 24X7 Roster Based

Qualifications

• Must have minimum 2 years work experience in hospitality/hospitality school
• Strong analytical, organizational, communication and people skills
• Proficiency in Microsoft Word, Excel and Outlook
• Ability to adapt quickly to new technologies, products and procedures
• Ability to work and thrive in a multi-tasked and fast-paced environment.
• Be professional, have a positive "get it done" attitude and a strong work ethic
• Must be fluent in English
• ITIL Service Management fluency preferred

 Critical Competencies: 

• Relationship building: Builds effective relationships through positive communication that motivates and influences others. Is honest, trustworthy, a team member, and proactively involved in achieving team objectives.
• Personal Effectiveness: Produces outstanding results both professionally and personally by being proactive and committed. Continually focuses on achieving positive results contributing to company's business success.
• Technical Competence: Uses technical / job knowledge and experience, incorporating functional skills and broad-based business knowledge, to meet and exceed job requirements / customer expectations.
• Communication: Deliver exceptional written and verbal communication incorporating training materials, presentations and guidelines.

 Applicable Competencies:

• Customer Focus: Passionately meets or exceeds customer expectations. Enters the customer's world through listening and understanding. Nurtures relationships by recognizing and delivering on customer needs and opinions.
• Managing complexity: Is able to work effectively in a highly complex, diverse, changing environment. Adapts well to and is energized by change whilst maintaining focus on key business goals and personal objectives.
• Innovation: Embraces creativity and is open to new ideas. Innovates to improve current working practices / products / technologies to provide business opportunities and results.
• Problem solving: Takes initiative to identify current and potential problems and determines the best solution. Involves and/or manages the people and resources required.