Senior Customer Support Consultant

2 months ago

Cape Town, South Africa RoomRaccoon Full time

Room Raccoon
Room Raccoon 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 100 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

Job title: Senior Customer Support Consultant: German or Dutch Speaking
Location: Only considering applications-based in Cape Town, South Africa and Lisbon, Portugal
Language: German or Dutch
Work-type: On-sight
Terms: Full-time (3 month contract > Permanent)

Your North Star
To elevate the quality of customer support and ensure seamless team operations by guiding Customer Support Consultants (CSCs) toward excellence. Through fostering product expertise, managing complex escalations, and enriching the knowledge base, the Senior CSC empowers the team to consistently deliver outstanding service.

Day in the life of a Senior Customer Support Consultant
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.

Key skills:

- 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

Beneficial skills:

- Hotel (front desk/reservations) / and or hospitality experience (advantageous)

How to be successful as Senior Customer Support Consultant

- 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)

Perks for SA:

- Free Food Fridays
- Mac environment
- Medical Aid contribution
- Incentive based commission
- Formal Training budget
- Annual Hotel experience
- Equity
- Birthday & Christmas Vouchers

Perks for PT/ES:

- Free Food Fridays
- Mac environment
- Incentive based commission
- Formal Training budget
- Annual Hotel experience
- Equity
- Birthday & Christmas Vouchers

Room Raccoon Values:

- Accountability
- Beat Yesterday
- Clock Speed
- Deals a Deal
- Empower Another

Disclaimer: Thanks so much for your excitement about joining Room Raccoon We’re lucky to have so many talented people eager to be part of our team, so we’re reviewing applications as they come in. If you don’t hear from us within three weeks, it means we’ve decided to move forward with other candidates this time—but don’t be discouraged Keep an eye on our careers page, and we’d love for you to apply for roles that fit your talents in the future

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