Senior Customer Support Consultant
Senior Customer Support Consultant
صاحب العمل نشط
حالة تأهب وظيفة
سيتم تحديثك بأحدث تنبيهات الوظائف عبر البريد الإلكتروني
شارك هذه الوظيفة
حالة تأهب وظيفة
سيتم تحديثك بأحدث تنبيهات الوظائف عبر البريد الإلكتروني
الوصف الوظيفي
Title: Senior Customer Support Consultant
Type: Fulltime
Terms: Onsite
Location: Only considering applicationsbased in Cape Town South Africa and Lisbon Portugal
Who are we
RoomRaccoon was founded by Nadja Buckenberger and Tymen Van Dyl in 2017 with a mission to redefine hotel operations through our allinone 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 Christmas vouchers.
Interested Keep reading on!
What we need
The Senior Customer Support Consultant (SCSC) is crucial in elevating our customer support quality and ensuring the seamless operation of our customer support team. The SCSC will guide Customer Support Consultants (CSCs) towards excellence foster product expertise manage complex escalations and contribute to our knowledge base ensuring our team is equipped to deliver outstanding service.
Tasks
What will you be doing
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 improvementdriven 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 followups.
- Actively contribute to the creation and maintenance of knowledge base articles guru cards and canned responses following our measurable framework.
Requirements
- Nonnegotiable: Fluent in German or Dutch
- Has 2 years experience in a serviceoriented technical or customer support role as 2IC or in a leadership role
- Hotel (front desk/reservations) / and or hospitality experience (advantageous)
- 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)
نوع التوظيف
دوام كامل
