Senior CX Researcher leading end - to - end Customer Experience research programmes at a major organization. Partnering with various leaders to influence and improve customer experiences.
About the role
- Customer Support Consultant providing professional support to Dutch-speaking hoteliers in a hospitality SaaS company. Responsible for resolving client queries and ensuring satisfaction in a hybrid work environment.
Responsibilities
- 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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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