RoomRaccoon Hotel Tech

Customer Support Consultant, Dutch Speaking

RoomRaccoon Hotel Tech

full-time

Posted on:

Location Type: Hybrid

Location: Lisbon • Portugal

Visit company website

Explore more

✨ AI Apply
Apply

About the role

  • Customer Support
  • Support hoteliers by providing professional, personalised responses to their queries on all contact channels.
  • 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
  • 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

Requirements

  • 3+ 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)
  • Excellent command of Dutch & English language, verbal and written communication skills and demonstrated proficiency in telephonic engagement
Benefits
  • Mac environment
  • Performance bonuses
  • Employee Equity Scheme
  • Annual training budget
  • Annual Hotel experience
  • Birthday leave
  • Long service leave and bonuses
  • Quarterly team building budgets & office massages
  • Friday lunches on us
  • Global Mobility
  • Hybrid model
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills
interpersonal skillscustomer satisfactionresponsivenessservice recoveryproblem-solvingcommunication skillsteam collaborationproductivity managementadherence to procedurescontent creation