Job Description

Job Purpose:

The Global Customer Support team provides support for Cendyn products internationally. Our analysts are the primary contact for all first level support related to Cendyn products. This support service spans across inbound email management, phone support, problem resolution, outage, and escalation management.

This position will focus on supporting Cendyn customers with functional knowledge aimed at Issue Resolution, which is crucial for high customer satisfaction. The GCS Analyst Tier 1 also works with multiple stakeholders like Tier 2 support, Development, Product, Sales, Onboarding and Customer Success to share their experience and knowledge gained from connecting with Cendyn\xe2\x80\x99s customers.

The Global Customer Support Analyst\xe2\x80\x93 Tier 1 is part of the Cendyn GCS team and reports into the Team Lead.

Minimum Requirements:

• Work experience is not mandatory, however will be an asset.
• Bachelor\xe2\x80\x99s degree in computer science / Information Technology / Hotel Management / OR equivalent.
• Proficiency with MS Office, Windows, Outlook.
• Proficiency with MS Office, Windows, Outlook.
• Strong oral and written English Communication Skills.
• Proper phone etiquette to handle customer calls.
• Analytical and critical thinking skills are a must.
• Customer oriented, focused on quality service and effective resolution.
• Strong probing, negotiation, empathy and listening skills.
• Ability to use different applications/tools at one time.
• Adaptable to fast changing environment and processes.
• Ability to support phone/email/chat channels as required by the business.
• Ability to triage issues with minimal supervision to determine the true nature of the issue and/or question and provide solutions or answers in a timely manner.
• Ability to monitor alerts and meet support and performance metric requirements.
• Flexibility to work any shift mornings, midday, evening, night, and weekends.

Non-Essential Requirements:

• A general knowledge of the hospitality industry.
• Ability to use Zendesk or similar ticketing tools.
• Experience in voice support handling international calls with clients, vendors, and customers.
• Basic understanding of SQL, HTML, DHTML, CSS API integration concepts, and network skills is preferred but not mandatory.

Job Responsibilities:

• Understand and internalize Cendyn\xe2\x80\x99s products and unique selling points.
• Resolve customer queries, in all channels supported, in accordance with company\xe2\x80\x99s procedures and standards.
• Ensure customer satisfaction by meeting customer needs in a courteous and timely manner.
• Escalate customer related queries to other teams as defined by the process.
• Document each incident in the tracking system and ensure all pertinent data is accurately captured, including solutions provided.
• Process inbound inquiries by advising clients on correct course of action and make necessary corrections in the appropriate system.
• Research past and future reservation details, provide solutions to issues by calling hoteliers/travel agents/guests, or obtain further technical or policy information on an as needed basis.
• Own responsibility for issues received including research, calculations, and correspondence.
• Stay current with system information, changes, and updates.
• Participate in all trainings, refresh-trainings and meetings organized by QA and Trainers team, supervisors and/or managers.
• Perform other duties as assigned by manager(s).
• Use Cendyn voice in all responses.

Work Environment:

This job operates in home and office environments. Working in a home environment requires the ability to focus on work-related tasks and maintain discipline and productivity without direct oversight. Working in an office environment requires a high degree of discipline and the ability to work with others in a moderately noisy open office environment with centrally controlled heat/AC setting.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision, colour vision, and ability to adjust focus.

Position Type/Expected Hours of Work:

This is a full-time position. Days and hours of work are subject to the team schedule and will require some weekend days and evening hours.

EEO Statement

Cendyn provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, colour, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Cendyn complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Cendyn expressly prohibits any form of workplace harassment based on race, colour, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Cendyn\xe2\x80\x99s employees to perform their job duties may result in discipline up to and including discharge.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Cendyn