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Salary Not Disclosed
1 Vacancy
Our Customer Support Consultant is responsible for providing fast & accurate customer service to our English speaking hoteliers.
Customer Support
Support hoteliers by providing professional personalised responses to their queries via email phone and online discussion forums.
Deliver worldclass customer experience by listening to hoteliers and being responsive to their needs as well as going the extra mile to preempt future needs
Assess queries and where necessary escalate to internal teams via predefined 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 behaviours that indicate they want to stop using RoomRaccoon and work with internal teams to prioritise resolving their issues
Adherence and Improvement
Manage and maintain your own productivity attendance and adherence to work schedule in line with customer support hours
Adhere to all RoomRaccoon Standard Operating Procedures
Occasionally assisting in creating video & written content to teach our hoteliers in all possible topics so they can use RoomRaccoon in the most selfsufficient way.
Share best practices with your peers with a goal to improve the performance and productivity of your team
Our perfect fit has/is
Language requirements:
English
Additional language: Dutch German Spanish Italian OR Portuguese
Experience:
Has 3 years experience in a serviceoriented technical or customer support role
Hotel (front desk/reservations) / and or hospitality experience (advantageous)
Skills/Attributes:
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)
Loyalty Programme (Equity)
Role Specific:
Commission OTE for sales related roles
Department incentive bonuses
Training & Development:
Formal training
Annual hotel experience
Employee Referral Campaign
Friday Drinks & Lunches for inhouse Raccoons
Quarterly Office Massages
Birthday Lunch
This is what you tell people at parties
I am working at an international superfastgrowing tech company and we are revolutionising hoteliers around the globe. RoomRaccoon is awarded the worlds best Hotel Management System for 2 years in a row and empowers hoteliers to run their property way more effectively. Our growing team of 110 heads is working from at least 4 offices around the world!
Its an exciting time to join RoomRaccoon. Through innovation we have been able to enter many different markets and grow our international team of professionals who are dedicated to helping RoomRaccoon with its mission of becoming the worlds number one hotel management system. Tijmen van Dijl (CEO & CoFounder)
Full Time