German Speaking Customer Support Consultant

Our client is the leading Hotel Management System for independent hotels and accommodation businesses. They serve thousands of hotels globally in over 50 countries with their technology. Every day the 100 team works hard to empower hoteliers with technology that drives betterperforming hotels and guest experiences. They have headquarters in two vibrant cities on opposite sides of the world Breda in the Netherlands and Cape Town in South Africa. Plus offices in Valencia Spain and Lisbon Portugal.

Location: Cape Town

Job Type: Full Time

Workplace: Hybrid

Onboarding: Breda Netherlands for two weeks (paid by the company)

Salary: R20 000 Gross per month Quarterly Commission (R15 000) based on performance targets reached

Requirements

• Fluent in German and English
• Has 1 years experience in a serviceoriented technical or customer support role
• Hotel (front desk/reservations) / and or hospitality experience (advantageous)
• South African ID or South African Permanent Residency Holder

Responsibilities

• 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 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
• 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 services and work with internal teams to prioritise resolving their issues
• Manage and maintain your own productivity attendance and adherence to work schedule in line with customer support hours
• Adhere to all Standard Operating Procedures
• Occasionally assisting in creating video & written content to teach our hoteliers in all possible topics so they can use services in the most selfsufficient way.
• Share best practices with your peers with a goal to improve the performance and productivity of your team

Benefits

• Loyalty Programme (Equity)
• Commission OTE for sales related roles
• Department incentive bonuses
• Formal training
• Employee Referral Campaign
• Friday Drinks & Lunches for inhouse Raccoons
• Quarterly Office Massages
• Birthday Lunch

Remote Work :

No