Your North Star

• Your mission is a guiding metric or key objective that helps a company or team stay focused on its core mission and long-term goals. For a customer support consultant, you often represent the ideal customer experience or the primary outcome the team strives to achieve, such as customer satisfaction, resolution speed, or first-contact resolution. It’s a constant point of reference to ensure that all actions and decisions align with delivering exceptional service and value to customers.

Day in the life of a Customer Support Consultant

• 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.
• 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.

Key skills:

• Non-negotiable: Fluent Dutch 
• Has 2+ years’ experience in a service-oriented, technical or customer support role 
• 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) 

Beneficial skills:

• Hotel (front desk/reservations) / and or hospitality experience (advantageous) 

How to be successful as a Customer Support Consultant

• Communicate Clearly: Be concise, empathetic, and active in listening to customer needs.
• Know Your Product: Stay informed about features and updates to provide accurate support.
• Show Empathy: Be patient and understanding, especially with frustrated customers.
• Solve Problems Quickly: Focus on resolving issues efficiently and effectively.
• Keep Learning: Continuously improve your skills and adapt to new tools and feedback.

Perks

• Free Food Fridays
• Mac environment
• Incentive based commission 
• Formal Training budget
• Annual Hotel experience
• Equity
• Birthday Vouchers