Dutch-speaking Customer Care Consultant in Lisbon Portugal

Worldwiders; Cape Town; On-site; ZAR 300 000 - 400 000; Full time

Job summary

An established industry player is seeking a Customer Care Consultant to enhance hotel operations through exceptional support. In this role, you will engage with hoteliers, addressing their inquiries and ensuring a seamless onboarding experience. By transforming dissatisfaction into positive outcomes, you will play a crucial role in customer retention and satisfaction. This position offers a unique opportunity to work in a collaborative environment, where your contributions will significantly impact client relationships. If you have a passion for customer service and a background in hospitality, this role is perfect for you.

Benefits

Incentive-based commission

Annual hotel experience allowance

Equity options

Qualifications

• Minimum of 2 years experience in a service-oriented technical or customer support role.
• Experience in hotel operations required, especially in B2B client relations.

Responsibilities

• Provide professional, personalized responses to hotelier queries via email, phone, and forums.
• Collaborate with the Implementations Team for a smooth client onboarding process.

Skills

Fluent in Dutch

Interpersonal Skills

Technical Proficiency

Experience in Hotel Operations

Clear Communication

Empathy

Problem Solving

Continuous Learning

Tools

Mac Environment

Job description

Founded in 2017, our client offers an all-in-one management system designed to enhance hotel operations. With a dedicated team across five global offices, the company serves over 2000 clients worldwide.

Role Overview

As a Customer Care Consultant, you will provide exceptional support to hoteliers, answering their questions and offering tailored solutions. This involves responding promptly via email, phone, and forums while collaborating closely with the Implementations Team to ensure seamless client onboarding.

You will also focus on customer retention, transforming any dissatisfaction into a positive experience. By engaging professionally with hotelier inquiries and assessing their needs, you will contribute significantly to high levels of customer satisfaction and retention.

Start Date: May

Location: Onsite Lisbon

Training: In Cape Town, flight and accommodation covered by the company

Salary: 2200 gross per month

A Day in the Life of a Customer Support Consultant

Your Role:

1. Support hoteliers by providing professional, personalized responses to their queries via email, phone, and online forums.
2. Deliver a world-class customer experience by actively listening to hoteliers, addressing their needs, and anticipating future requirements.
3. Assess queries and escalate issues to internal teams when needed, ensuring prompt resolution by following predefined processes and channels.
4. Meet daily and weekly engagement metrics with an emphasis on achieving customer satisfaction and retention targets.
5. Collaborate closely with the Implementations Team to ensure a smooth client onboarding process.
6. Address dissatisfaction with care, aiming to retain clients and turn them into promoters.
7. Identify signs that a hotelier may consider discontinuing services and work with internal teams to resolve issues promptly.

Key Skills Required:

Non-Negotiable: Fluent in Dutch

1. Minimum of 2 years experience in a service-oriented technical or customer support role
2. Excellent interpersonal skills and the ability to remain friendly and responsive in all interactions
3. Technical proficiency with various systems (training will be provided)
4. Experience in hotel operations (front desk, reservations) or the hospitality industry is required, especially in B2B client relations

Beneficial Skills:

1. Clear Communication: Be concise, empathetic, and actively listen to customer needs.
2. Product Knowledge: Stay informed about features and updates to provide accurate support.
3. Empathy: Be patient and understanding, especially with frustrated customers.
4. Problem Solving: Focus on quick and effective issue resolution.
5. Continuous Learning: Constantly improve skills and adapt to new tools and feedback.

Work in a Mac environment.

Incentive-based commission.

Annual hotel experience allowance.

Equity options.

The Company's Core Values:

1. Accountability
2. Clock Speed
3. A Deal's a Deal
4. Empower Another

The company lives by values such as Accountability, Innovation, and Team Empowerment, which drive their mission to be the best in the industry.

Required Experience:

Contract

Key Skills:

Bidding, Business Solutions, ABAP, Business Operations, Business Sales, Corporate Marketing