Senior Customer Support Consultant

Title: Senior Customer Support Consultant
Type: Fulltime
Terms: Onsite
Location: Only considering applications-based in Cape Town, South Africa and Lisbon, Portugal
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 Christmas vouchers.
Interested? Keep reading on!
What we need?
The Senior Customer Support Consultant (SCSC) is crucial in elevating our customer support quality and ensuring the seamless operation of our customer support team. The SCSC will guide Customer Support Consultants (CSCs) towards excellence, foster product expertise, manage complex escalations, and contribute to our knowledge base, ensuring our team is equipped to deliver outstanding service.
Tasks
What will you be doing?
In addition to meeting your defined target on the CSC Performance Framework, your main duties as a SCSC will be to:

Conduct QA for CSC email and phone interactions, scaling by stripe level, and communicate needs for improvement-driven training based on QA findings.
Lead new product release validations.
Address complex customer issues as an escalation point, including enforcing precise bug logging and resolution follow-ups.
Actively contribute to the creation and maintenance of knowledge base articles, guru cards, and canned responses following our measurable framework.

Requirements

Non-negotiable: Fluent in German or Dutch
Has 2+ years' experience in a service-oriented, technical or customer support role as 2IC or in a leadership 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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