Title: Customer Support Consultant / Customer Care Consultant
Type: Fulltime
Terms: Onsite
Location: Only considering applications-based in Portugal (Lisbon) or South Africa (Cape Town).
Who are we?
RoomRaccoon was founded by Nadja Buckenberger and Tymen Van Dyl in 2017 with a mission to redefine hotel operations through our all-in-one hotel management system.
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.
Interested? Keep reading on!
What we need?
Customer Support plays a crucial role in our business by providing high-quality assistance and resolving client queries through excellent communication skills. This ensures a positive and productive experience with our product, leading to increased client satisfaction and retention.
As a Customer Care Consultant, you will need the ability to quickly identify issues and troubleshoot problems, all while showing empathy and patience throughout the process to address client needs effectively.
You will join a global team of customer service representatives and will be responsible for taking care of our Benelux (Belgium, Netherlands & Luxenberg) clients.
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 prioritise resolving their issues
Requirements?
Non-negotiable: Fluency in German and English
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)
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