Customer Solutions Analyst – Spanish

SiteMinder Limited; Manila; On-site; PHP 400,000 - 640,000; Full time

Job summary

Jobtailor is seeking a customer support professional to provide technical and analytical assistance across multiple channels. You will build strong relationships with customers, identify requirements, and resolve issues while meeting SLA/KPI targets.

Fluency in English and Spanish is required, with experience in high-volume environments and a hotel background preferred. You will log cases in SiteMinder’s CRM, participate in ongoing training, and contribute feedback for product enhancements.

Qualifications

• Customer service and analytical skills to quickly diagnose root causes.
• Fluent in English and Spanish with strong communication.
• Experience in high-volume, SLA/KPI-driven environments.
• Ability to travel to the office at least three times weekly.
• Comfort with remote teamwork and shifting schedules.

Responsibilities

• Develop strong customer relationships by providing exceptional technical and analytical support via phone, email, chat and other mediums.
• Identify customer requirements, set expectations, and resolve issues to meet KPIs.
• Log all cases in SiteMinder's Salesforce CRM accurately.
• Participate in product training and provide feedback for improvements.
• Test compatibility of new features with existing products and document results.
• Stay up-to-date on product developments via workshops and training sessions.
• Identify and implement improvements to support processes.

Skills

Customer service

Analytical skills

English & Spanish

Problem solving

Organisational skills

Time management

SLA/KPI driven

Stakeholder management

Travel ability

Shift work

Cross-platform use

Tools

Salesforce

SiteMinder CRM

Job description

Responsibilities

• Develop strong customer relationships by providing exceptional technical and analytical support alongside high levels of customer service, utilising Phone, Email, Chat, and other appropriate mediums.
• Identify customers’ specific support and configuration requirements, set expectations, and resolve issues, delivering against your key performance indicators (KPIs).
• Ensure all cases are resolved or escalated to the respective stakeholder in a timely manner in accordance with company service level agreements (SLAs) and individual KPIs, prioritising your caseload appropriately.
• Ensure all customer (internal and external) issues are logged accurately in SiteMinder’s CRM tool (Salesforce).
• Actively participate in product enhancement and training sessions (F2F, virtual, or self-learning).
• Help develop and evolve our SiteMinder products and systems by providing innovative and comprehensive feedback.
• Test compatibility of new features with existing product features and systems, documenting observations and outcomes.
• Keep up to date with technical and feature developments by attending workshops, reviewing internal publications, and participating in F2F and virtual training sessions.
• Unlock the potential in our support process by identifying and taking ownership of improving our various methods and processes.

Requirements

• High level of customer service and analytical skills (able to think on the spot to efficiently analyse an issue, determine its root cause, assess impact, and reach a resolution).
• Technical knowledge, especially from a hotel background.
• Fluent in English and Spanish with excellent verbal and written communication skills.
• Excellent problem‑solving and troubleshooting skills.
• Strong organisational and time management skills with attention to detail and a process improvement mindset.
• Ability to effectively prioritise and execute tasks in a high‑pressure environment.
• Proven ability to manage remote working successfully in terms of teamwork, learning & development, productivity, and motivation.
• Experience working in a high‑volume, telephone‑based, SLA‑ and KPI‑driven environment.
• Stakeholder management and ownership mentality when working across internal and external teams and partners.
• Agility to operate seamlessly across several platforms and system environments simultaneously.
• Ability to diagnose and troubleshoot web browser and connectivity issues to help resolve less complex customer issues.
• Strong capacity for customer interaction and conflict resolution.
• Ability to support a range of customers with differing needs and technical abilities, communicating technical information in an accessible manner to non‑technical customers.
• Innate curiosity, proactive mindset, and ability to think outside the box.
• Strong business acumen and alignment to helping the support business achieve its goals.
• Ability to travel to our office if required, at least three times a week.
• Ability to work on shifting schedules, including weekends and holidays.