Customer Support Consultant - Dutch Speaking at RoomRaccoon Hotel Tech

About the role: 

Our Customer Support Consultant is responsible for providing fast & accurate customer service to our Dutch speaking hoteliers.

Your main duties and responsibilities will be - but not limited to:

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

Adherence and Improvement

• Manage and maintain your own productivity, attendance, and adherence to work schedule in line with customer support hours
• Adhere to all RoomRaccoon Standard Operating Procedures
• Occasionally assisting in creating video & written content to teach our hoteliers in all possible topics so they can use RoomRaccoon in the most self-sufficient way.
• Share best practices with your peers with a goal to improve the performance and productivity of your team

About you:

Our perfect fit has/is

Language requirements:

• Dutch
• English

Experience:

• Has 3+ years experience in a service-oriented, technical or customer support role
• Hotel (front desk/reservations) / and or hospitality experience (advantageous)

Skills/Attributes:

• 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)