Your North Star

• Customer Support plays a crucial role in our business by providing high-quality assistance and resolving client queries through excellent communication skills. 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 troubleshoot 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 Benelux (Belgium, Netherlands & Luxenberg) clients. 

Day in the life of the Customer Support Consultant

Customer Support

• 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 

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 behaviors that indicate they want to stop using RoomRaccoon and work with internal teams to prioritise resolving their issues 

Key skills:

• Non-negotiable: Fluency in German and English
• Has 2+ years’ experience in a service-oriented, technical or customer support role 
• Technical proficiency in working on different systems (training will be provided) 

Beneficial skills:

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

How to be successful as the Customer Support Consultant 

• Problem Solving
• Customer focused 
• Active Listening
• Empathy
• Resilience

Perks: 

• Free Food Fridays
• Mac Environment
• Incentive Based Commission 
• Formal Training Budget
• Annual Hotel Experience
• Equity
• Birthday & Christmas Vouchers