The Role
Provide German- and English-language support to hoteliers via email, phone and forums; troubleshoot and escalate technical issues; work to retain dissatisfied customers; collaborate with implementations and internal teams to ensure smooth onboarding and high customer satisfaction.
Summary Generated by Built In
RoomRaccoon
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.
Title: Customer Support Consultant / Customer Care Consultant
Type: On-site
Terms: Full-time
Language: German
Location: Only considering applications-based in Portugal (Lisbon) or South Africa (Cape Town).
Your North Star
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.
Tasks
Day in the life of the Customer Support Consultant
_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
Key skills:
* Non-negotiable: Fluency in German and English
* Has 2+ years' experience in a service-oriented, technical or customer support role
* Technical proficiency in working on different systems (training will be provided)
Beneficial skills:
* Hotel (front desk/reservations) / and or hospitality experience
How to be successful as the Customer Support Consultant
* Problem Solving
* Customer focused
* Active Listening
* Empathy
* Resilience
Benefits
Perks:
* Free Food Fridays
* Mac Environment
* Incentive Based Commission
* Formal Training Budget
* Annual Hotel Experience
* Equity
* Birthday & Christmas Vouchers
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.
Title: Customer Support Consultant / Customer Care Consultant
Type: On-site
Terms: Full-time
Language: German
Location: Only considering applications-based in Portugal (Lisbon) or South Africa (Cape Town).
Your North Star
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.
Tasks
Day in the life of the Customer Support Consultant
_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
Key skills:
* Non-negotiable: Fluency in German and English
* Has 2+ years' experience in a service-oriented, technical or customer support role
* Technical proficiency in working on different systems (training will be provided)
Beneficial skills:
* Hotel (front desk/reservations) / and or hospitality experience
How to be successful as the Customer Support Consultant
* Problem Solving
* Customer focused
* Active Listening
* Empathy
* Resilience
Benefits
Perks:
* Free Food Fridays
* Mac Environment
* Incentive Based Commission
* Formal Training Budget
* Annual Hotel Experience
* Equity
* Birthday & Christmas Vouchers
Skills Required
- Fluency in German and English
- Based in Lisbon, Portugal or Cape Town, South Africa; on-site; full-time
- 2+ years experience in a service-oriented, technical, or customer support role
- Technical proficiency working with different systems (training provided)
- Hotel front desk/reservations or hospitality experience
- Problem solving, customer focus, active listening, empathy, resilience
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The Company
What We Do
RoomRaccoon is an innovative all-in-one Hotel Management System that empowers independent hoteliers, B&Bs, hostels, and vacation rentals with cloud-based software and guest-centric tools. Its mission is to automate operations, manage bookings, and boost revenue. Designed by hotel operators for hotel operators, the platform provides a user-friendly interface to save time and money while improving the overall guest experience.
