Customer Support Consultant (German Speaking) Lisboa

Customer Support Consultant (German Speaking)
Lisboa
Lisboa, Lisboa, Portugal

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Raccoon Hotel Tech

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Raccoon Hotel Tech

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Room
Raccoon

Room
Raccoon was founded by Nadja Buckenberger and Tymen Van Dyl in 2017 with a mission to redefine hotel operations through our
-
- one hotel management system.

Our diverse team of 110 professionals, spread across 5 offices worldwide, serves 2000+ clients across Europe, USA and Africa.

Title: Customer Support Consultant / Customer Care Consultant

Type: On-site

Terms: Full-time

Language: German

Location: Only considering
- based in Lisbon & Cape Town.

Your North Star

Customer Support plays a crucial role in our business by providing
- 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 German 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
  - empt future needs
• Assess queries and, where necessary, escalate to internal teams via
  - 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 Room
  Raccoon and work with internal teams to prioritise resolving their issues
  
  

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

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

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

• Free Food Fridays
• Mac Environment
• Incentive Based Commission
• Formal Training Budget
• Annual Hotel Experience
  
  

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Software Development

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Raccoon Hotel Tech by 2x

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