Customer Support Consultant (Portuguese, Spanish & French Speaker) Lisboa

Customer Support Consultant (Portuguese, Spanish & French Speaker)
Lisboa
Lisboa, Lisboa, Portugal

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 100 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!

Job title: Customer Support Consultant / Customer Care Consultant

Location: Only considering
- based in Lisbon, Portugal

Language: Portuguese, Spanish & French Speaking

Work-type: On-sight

Terms: Full-time (12 month contract> Permanent)

Your North Star

Our mission is to deliver
- quality support that ensures seamless, positive experiences for our clients. Through clear communication, empathy, and effective troubleshooting, we foster satisfaction and
- term loyalty.

As a Customer Care Consultant, your focus is to quickly identify and resolve issues while demonstrating patience and understanding. Working as part of a global team, you will be the trusted voice for our Portuguese and Spanish clients, ensuring their needs are met with care and professionalism. Together, we create meaningful connections that drive client success and retention.

Day in the life of a 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 behaviours that indicate they want to stop using Room
  Raccoon and work with internal teams to prioritise resolving their issues
  
  

• Non-negotiable: Fluent in Portuguese, Spanish & French
• Hotel (front desk/reservations) / and or hospitality experience
• Has 2+ years' experience in a
  - 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)
  
  

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

• Accountability
• Beat Yesterday
• Clock Speed
• Deals a Deal
• Empower Another