Customer Onboarding Specialist

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 Onboarding Specialist - English, Cantonese & Mandarin role...

The Customer Onboarding Specialist is responsible for ensuring the product is correctly implemented and the customer understands how to use it, in order for the customer to get the full benefit of SiteMinder's product, and in turn create high levels of customer satisfaction.

What you'll do…

• Qualify customer requirements in a courteous and effective manner, and identify the appropriate setup requirements.

• Prepare customers for core product technical implementation by Customer Configuration Analysts.

• 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.
• Manage daily caseloads effectively, ensuring that customers are progressing appropriately through the onboarding lifecycle to becoming a paying customer.
• 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.
• Demonstrate commitment to the team's work, to ensure the team achieves its goals, objectives and SLA's.

What you have…

• You will have sound written and verbal communication skills in English, Mandarin and Cantonese with a positive and engaging phone manner
• You will have proven customer service experience with a passion for providing a premium customer experience
• You are tech savvy with a sound knowledge of all things technology
• A self-starter with the ability to multi-task, manage his/her own time and work under pressure.
• Experience working within an SLA and KPI driven environment.
• You have worked towards targets and are goal oriented but always thinking about the customer experience
• Experience in the hotel industry or in a SaaS company is a plus

Our Perks & Benefits…

• Equity packages (cash bonus) for you to be a part of the SiteMinder journey
• Remote working model
• 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.