Customer Support Specialist

2 months ago

Cape Town, South Africa RoomRaccoon Full time

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


The hotel industry is at the very heart of the RoomRaccoon story.

Our Founder, Nadja Buckenberger, faced many challenges when she opened the doors of the Bliss Boutique Hotel in Breda in 2014.

She couldn’t find a single affordable solution to manage all aspects of her property. That’s when she decided to join forces with her partner, tech entrepreneur Tymen van Dyl to create one that could.

In 2016, Tymen began building software that would solve Nadja’s three central pain points by combining a Property Management System (PMS) with a channel manager and booking engine – a technological feat

The software worked wonders for the Bliss Hotel and piqued the interest of other regional hotels.

We officially launched in January 2017, and six months later, we had over 100 hotels on board. Today, RoomRaccoon is the world’s most complete HMS for independent accommodations with 10 – 100 rooms.

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