Transaction Optimization Analyst

2 weeks ago

Manila, National Capital Region, Philippines SiteMinder Full time

Global Support – Partner Support Services /

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 41,000 hotels in 150 countries - with over 100 million reservations processed by SiteMinder's technology every year.

About the Transaction Optimization Analyst role...

The role of the Transaction Optimisation Analyst is to be the Global Support subject-matter-expert for SiteMinder Pay, Demand Plus, and GDS products. The Transaction Optimisation Analyst is responsible for resolving escalated inbound and outbound transaction issues, servicing transaction dispute cases within service level agreements, and assisting in the operational management of the Transaction support team.

The SiteMinder Pay and Demand Plus business units are new products within SiteMinder, and play a significant role in our growth aspirations. You will be part of a small and agile escalation support team, helping to define our processes and deliver great customer experiences as we grow.

What you'll do...
  • Completing complex and challenging optimisation tasks and projects for SiteMinder customers using Transactions products to drive optimal usage of each product.
  • Proactively reach out to SiteMinder customers using or who previously used our Pay, Demand Plus, and GDS products, with the goal of increasing their use of these products.
  • Handling objections from existing Customers who previously used our Transaction products and bringing them back.
  • Partner with Transactions Director, Transactions Manager, and relevant teams to identify areas lacking optimisation and offer solutions.
  • Be a subject matter expert in Transactions who can train others to reach their potential.
  • Ensure all transaction products process documentation is clear and updated.
  • Continually seek to identify new knowledge and contribute to SiteMinder's shared knowledge base.
  • Demonstrate commitment to the team's work, to ensure the team achieves its goals, objectives and SLA's.
  • Ensuring all tasks are completed in a timely manner in accordance with company service level agreements (SLAs) and individual KPIs, prioritizing caseload appropriately.
  • Assisting with ad-hoc requests as required by management
What you'll have...
  • Strong track record of customer-facing roles and high customer satisfaction scores
  • Preferred experience in Customer Success type role or a customer-retention type role
  • Experience in Support/Onboarding role with outbound calling component
  • High level of technical aptitude and issue ownership
  • Excellent oral and written communication skills in English
  • Proven talent for outstanding customer interaction and conflict resolution
  • Self-starter with the ability to multi-task using a wide range of tools and systems.
  • Experience working within an SLA and KPI driven environment
  • Experience with CRM systems (SalesForce preferred)
  • Be highly driven and have the ability to work in an autonomous environment.
  • Focused on surpassing individual and team KPI's and SLA's.
  • Have the ability to manage multiple tasks under pressure.
  • Be encouraging, understanding and respectful towards SiteMinder's customers, team members and other staff.
  • Transparent communication with management and peers.
  • To approach work with enthusiasm, energy, dedication and integrity.
- Equity packages for you to be a part of the SiteMinder journey

Hybrid working model (in-office & from home) or Fully remote working 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.

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