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Hotel Support Consultant
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Title: Hotel Support Consultant / Hotel Care ConsultantType: 6-month FTC > PermanentTerms: Day Shift (Onsite - 8:00-17:00), then Night Shift (WFH - 15:00-23:59)Location: Only considering applications-based in Cape Town, South AfricaWho 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 onWhat do 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 North American, South African, UK & Ireland clients.What will you be doing?Customer SupportSupport 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 needsAssess queries and, where necessary, escalate to internal teams via pre-defined processes and channels and follow up to ensure resolutionMeet daily & weekly engagement metrics with a goal to achieve set targets for customer satisfaction and retentionRetention and Service RecoveryWorking 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 promotersRetain hoteliers by understanding the situations and behaviours that indicate they want to stop using RoomRaccoon and work with internal teams to prioritise resolving their issuesRequirements?Non-negotiable: Fluent EnglishHas 2+ years' experience in a service-oriented, technical or customer support roleHotel (front desk/reservations) / and or hospitality experience (non-negotiable)Excellent interpersonal skills, consistently amicable and responsive in dealing with all people, both externally and internallyTechnical proficiency in working on different systems (training will be provided)How to be successful as a Hotel Support ConsultantProblem Solver – You anticipate roadblocks and proactively clear themAdaptable – You thrive in a fast-paced, ever-evolving tech environmentCollaborative – You bring teams together to align on goals and get resultsCustomer-Centric – You keep the needs of hoteliers at the core of every decisionPersuasive Communicator – You inspire, influence, and close dealsPerksEquityMac environmentPerformance Bonus (Team-Based)Formal Training budgetAnnual Hotel experienceRoomRaccoon ValuesAccountabilityBeat YesterdayClock SpeedDeals a DealEmpower AnotherDisclaimer: Thanks so much for your excitement about joining RoomRaccoon 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
