Customer Support Specialist

Roomraccoon Hotel Tech; Cape Town; On-site; ZAR 180 000 - 220 000; Full time

Job summary

An innovative hotel technology company is seeking a Customer Support Consultant in Cape Town. The role requires fluency in German and English, with a focus on providing excellent customer service and resolving client queries. Candidates should have over 2 years in a customer support role, technical proficiency, and strong problem-solving skills. Benefits include free food Fridays, equity, and a formal training budget.

Benefits

Free Food Fridays

Mac Environment

Incentive Based Commission

Formal Training Budget

Annual Hotel Experience

Equity

Birthday & Christmas Vouchers

Qualifications

• 2+ years' experience in a service-oriented, technical, or customer support role.
• Technical proficiency in working on different systems.
• Experience in hotel (front desk/reservations) is beneficial.

Responsibilities

• Provide high-quality assistance and resolve client queries.
• Deliver professional, personalised responses to hoteliers' inquiries.
• Work with internal teams to retain dissatisfied customers.

Skills

Fluency in German

Fluency in English

Problem Solving

Customer focused

Active Listening

Empathy

Resilience

Job description

Company Overview

RoomRaccoonRoomRaccoon was founded by Nadja Buckenberger and Tymen Van Dyl in with a mission to redefine hotel operations through our all-in-one hotel management system. Our diverse team of professionals, spread across 5 offices worldwide, serves clients across Europe, USA and Africa.

Position Details

• Title : Customer Support Consultant / Customer Care Consultant
• Type : On-site
• Terms : Full-time
• Language : German
• Location : Only considering applications-based in Portugal (Lisbon) or South Africa (Cape Town).

Role Description

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 Benelux (Belgium, Netherlands & Luxenberg) clients.

Day in the Life of the Customer Support Consultant

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 behaviors that indicate they want to stop using RoomRaccoon and work with internal teams to prioritise resolving their issues.

Requirements

• Key skills : Non-negotiable : Fluency in German and English
• Has 2+ years' experience in a service-oriented, technical or customer support role
• Technical proficiency in working on different systems (training will be provided)
• Beneficial skills : Hotel (front desk / reservations) / and or hospitality experience
• How to be successful as the Customer Support Consultant
• Problem Solving
• Customer focused
• Active Listening
• Empathy
• Resilience

Benefits

• Free Food Fridays
• Mac Environment
• Incentive Based Commission
• Formal Training Budget
• Annual Hotel Experience
• Equity
• Birthday & Christmas Vouchers