Customer Support Consultant at RoomRaccoon Hotel Tech

What we need? 

• 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 Portuguese, Spanish and Italian clients. 

What will you be doing? 

• 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 

Requirements? 

• Non-negotiable: Fluent in English 
• Has 2+ years' experience in a service-oriented, technical or customer support role 
• Hotel (front desk/reservations) / and or hospitality experience (advantageous) 
• 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) What we need? 
• 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 Portuguese, Spanish and Italian clients.