Customer Support Consultant

Title: Customer Support Consultant / Customer Care Consultant
Type: Fulltime
Terms: Onsite
Location: Only considering applications-based in Portugal. This is a bilingual role
Tasks
What will you be doing?
Customer Support

Support 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 needs
Assess queries and, where necessary, escalate to internal teams via pre-defined processes and channels and follow up to ensure resolution
Meet daily & weekly engagement metrics with a goal to achieve set targets for customer satisfaction and retention

Retention and Service Recovery

Working 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 promoters
Retain hoteliers by understanding the situations and behaviors that indicate they want to stop using RoomRaccoon and work with internal teams to prioritize resolving their issues

Requirements

Non-negotiable: Fluent Portuguese & Spanish or Spanish and Italian
Has 2+ years' experience in a service-oriented, technical or customer support role
Hotel (front desk/reservations) / and or hospitality experience (advantageous)
Excellent interpersonal skills, consistently amicable and responsive in dealing with all people, both externally and internally
Technical proficiency in working on different systems (training will be provided)

Benefits
Our 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.
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