Customer Support Consultant

Title: Customer Support Consultant / Customer Care Consultant

Type: Fulltime

Terms: Onsite

Location: Only considering applicationsbased in 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 Xmas vouchers.

Interested Keep reading on!

Tasks

What we need

Customer Support plays a crucial role in our business by providing highquality istance and resolving client queries through excellent communication ss. 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 trouble 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 Portuguese Spanish and Italian clients.

What will you be doing

Customer Support

• Support hoteliers by providing professional personalised responses to their queries via email phone and online discussion forums.
• Deliver world cl customer experience by listening to hoteliers and being responsive to their needs as well as going the extra mile to preempt future needs
• ess 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

Requirements

Requirements

• Nonnegotiable: Fluent in Portuguese and Spanish
• Has 2 years experience in a serviceoriented technical or customer support role
• Hotel (front desk/reservations) / and or hospitality experience (advantageous)
• Excellent interpersonal ss consistently amicable and responsive in dealing with all people both externally and internally
• Technical proficiency in working on different systems (training will be provided)