Customer Support Advisor

RoomRaccoon Hotel Tech; Breda; On-site; EUR 35,000 - 50,000; Full time

Benefits offered by this job

Performance bonuses

Employee Equity Scheme

Birthday leave

Quarterly team building budgets

Friday lunches

Global Mobility

Hybrid model

Job summary

RoomRaccoon Hotel Tech in Breda is looking for a Customer Support Consultant (Dutch Speaking) to provide excellent support for our hotel clients. The role requires 3+ years of experience in customer service, with a strong command of both Dutch and English.

You will join a growing global team, ensuring customer satisfaction and contributing to RoomRaccoon's mission to enhance hotel operations through exceptional service.

Qualifications

• 3+ years experience in a service-oriented, technical or customer support role.
• Excellent command of Dutch & English language, verbal and written communication skills.
• Technical proficiency in working on different systems.

Responsibilities

• Provide fast & accurate customer support to hoteliers.
• Deliver world-class customer experience and meet engagement metrics.
• Acknowledge dissatisfaction and retain hoteliers by resolving issues.

Skills

Problem Solving

Empathy

Resilience

Interpersonal skills

Technical proficiency

Job description

Customer Support Consultant (Dutch Speaking)

Department: Customer Support

Location: Breda

Contract Type: 6-Month FTC > Permanent (CPT) / Permanent (LIS) / Fixed Term Contracts then Permanent (NL)

About RoomRaccoon

RoomRaccoon is a fast‑growing hospitality SaaS company building one powerful platform for independent hoteliers on an international scale. We help hotels run smarter, sell better, and stay in control, from bookings and payments to revenue and automation, all in one system.

Your North Star

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 Dutch clients.

Key Responsibilities

Our Customer Support Consultant is responsible for providing fast & accurate customer support to our hoteliers. Your day to day responsibilities include (but are not limited to):

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.

How to be successful as the Customer Support Consultant

• Problem Solving
• Empathy Resilience

Required Skills & Experience

• Has 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.

Nice‑to‑Have

• Beneficial Skills Hotel (front desk/reservations) / and or hospitality experience.
• Experience working in a scale‑up environment.

Why Join RoomRaccoon?

• Be part of a high‑growth, global hospitality tech company that’s reshaping how hotels operate.
• Work with a dynamic, supportive team who values initiative, autonomy, and creativity.
• Opportunity to grow into senior roles as we scale across markets and expand our product suite.
• Regular team events, international exposure, and access to cutting‑edge hospitality software.
• Mac environment.
• Performance bonuses.
• Employee Equity Scheme.
• Birthday leave.
• Long service leave and bonuses.
• Quarterly team building budgets & office massages.
• Friday lunches on us.
• Global Mobility.
• Hybrid model.

Our Core Values as defined by our Raccoons

• Accountability: owning decisions, follow‑through and outcomes, from start to finish without blaming others when things go wrong. Showing up, owning your impact and standing tall. Progress starts with you.
• Beat Yesterday: when learning leads to real change. Making time to reflect, improve systems and prevent the same issues from recurring.
• Clock Speed: choosing progress today over procrastination tomorrow. Moving fast with clarity, alignment and quality.
• Deal's a Deal: setting clear expectations, delivering on promises and being reliable for our customers and your teammates.
• Empower Another: share knowledge, celebrate wins, and help others succeed. Every time you enable a teammate, you strengthen RoomRaccoon and our customers.