Hybrid Customer Support Consultant, Dutch Speaking

at RoomRaccoon Hotel Tech

• Job title: Customer Support Consultant, Dutch Speaking
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Lisbon, Portugal

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