Title: Customer Support Consultant / Customer Care ConsultantType: FulltimeTerms: OnsiteLocation: Only considering applications-based in Portugal. This is a bilingual roleTasksWhat will you be doing?Customer SupportSupport hoteliers by providing professional, personalised responses to their queries via email, phone, and online discussion forums.Deliver world-class customer experience by listening to hoteliers and being responsive to their needs as well as going the extra mile to pre-empt future needsAssess queries and, where necessary, escalate to internal teams via pre-defined processes and channels and follow up to ensure resolutionMeet daily & weekly engagement metrics with a goal to achieve set targets for customer satisfaction and retentionRetention and Service RecoveryWorking closely with our Implementations Team to ensure a seamless transition of client accounts to support.Acknowledge hotelier dissatisfaction and demonstrate extreme care when engaging with them with a goal to retain dissatisfied customers and turn them into promotersRetain hoteliers by understanding the situations and behaviors that indicate they want to stop using RoomRaccoon and work with internal teams to prioritize resolving their issuesRequirementsNon-negotiable: Fluent Portuguese & Spanish or Spanish and ItalianHas 2+ years' experience in a service-oriented, technical or customer support roleHotel (front desk/reservations) / and or hospitality experience (advantageous)Excellent interpersonal skills, consistently amicable and responsive in dealing with all people, both externally and internallyTechnical proficiency in working on different systems (training will be provided)BenefitsOur diverse team of 110 professionals, spread across 5 offices worldwide, serves 2000+ clients across Europe, USA, and Africa. Our benefits include equity, formal training budget allowance, annual hotel allowance, as well as birthday and Xmas vouchers.#J-18808-Ljbffr