Bilingual Training and Implementation Analyst - Bahasa and English

As the leading cloud platform for hotels, SiteMinder allows hotels to attract, reach and convert guests across the globe. We are a young innovative company that offers a diverse range of job opportunities. SiteMinder staff are exposed to an organisation that values its people and promotes leadership and innovation. We respect a balance between work and life and believe a career with SiteMinder is more than just a job.
Qualify customer requirements in a courteous and effective manner, and identify the appropriate setup requirements.
Provide technical implementation for all SiteMinder products to customers, and set customers live.
Identify and communicate the most appropriate training requirements for each customer.
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.
Adopt the relevant processes, procedures and policies of the Training and Implementation Team to ensure a consistently high level of customer service. Where necessary identify short falls in the process and procedures and suggest process improvements.
Manage daily caseloads effectively, ensuring that training and implementations are scheduled and delivered in a timely manner in accordance with SiteMinder’s Customer Service SLA’s and individual KPI’s with cases appropriately prioritized, I.E. VIP clients.
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.
Provide the appropriate amount of feedback to ensure SiteMinder’s customers are fully informed.
Continually seek to identify new knowledge and contribute to SiteMinder’s shared knowledge base.
Support the Team Leader as required, enabling the expansion and growth of SiteMinder’s support capabilities.
Demonstrate commitment to the team’s work, to ensure the team achieves its goals, objectives and SLA’s.
Provide training during Indonesian/ Thai business hours, working from 8am-5pm Indochina time
Bachelor Degree in IT
Fluent in Bahasa, Indonesia and English
SiteMinder's Sydney office has a fun, friendly and energetic team. We work hard to make sure we achieve our company goals but we have a lot of fun along the way.