Hotel Support Consultant (Rotational Night Shift)

Roomraccoon Hotel Tech; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A hotel management technology firm in Cape Town is looking for a Hotel Support Consultant to provide exceptional customer support to clients in the hospitality industry. The ideal candidate will have at least 2 years of relevant experience and be fluent in English. Responsibilities include responding to inquiries, problem-solving, and working collaboratively with teams to ensure customer satisfaction. This role offers a range of perks, including equity and a performance bonus.

Benefits

Equity

Mac environment

Performance Bonus (Team-Based)

Formal Training budget

Annual Hotel experience

Qualifications

• 2+ years' experience in a service-oriented, technical, or customer support role.
• Hotel (front desk/reservations) / hospitality experience required.
• Excellent interpersonal skills, consistently amicable and responsive.

Responsibilities

• Provide professional responses to hoteliers via email, phone, and online forums.
• Deliver world-class customer experience by listening and being responsive.
• Assess queries and escalate to internal teams; follow up to ensure resolution.

Skills

Fluent English

Customer service skills

Problem-solving

Interpersonal skills

Technical proficiency

Job description

Overview

Title: Hotel Support Consultant / Hotel Care Consultant

Type: 6-month FTC > Permanent

Terms: Day Shift (Onsite - 8:00-17:00), then Night Shift (WFH - 15:00-23:59)

Location: Only considering applications-based in Cape Town, South Africa

Who are we?

RoomRaccoon was founded by Nadja Buckenberger and Tymen Van Dyl in 2017 with a mission to redefine hotel operations through our all-in-one hotel management system.

Our diverse team of 110 professionals, spread across 5 offices worldwide, serves 2000+ clients across Europe, USA and Africa. Our benefits include equity, formal training budget allowance, annual hotel allowance, as well as birthday and Xmas vouchers.

Interested? Keep reading on!

What do we need?

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 North American, South African, UK & Ireland clients.

What will you be doing?

Customer Support

• Provide professional, personalised responses to hoteliers via email, phone, and online discussion forums.
• Deliver world-class customer experience by listening to hoteliers and being responsive to their needs, and pre-empting future needs.
• Assess queries and escalate to internal teams via pre-defined processes and channels; follow up to ensure resolution.
• Meet daily & weekly engagement metrics with a goal to achieve targets for customer satisfaction and retention.

Retention and Service Recovery

• Work closely with the Implementations Team to ensure a seamless transition of client accounts to support.
• Acknowledge hotelier dissatisfaction and engage with care, aiming to retain dissatisfied customers and turn them into promoters.
• Retain hoteliers by understanding situations and behaviours that indicate they want to stop using RoomRaccoon and coordinate with internal teams to prioritise resolving issues.

Requirements

• Fluent English (non-negotiable)
• 2+ years' experience in a service-oriented, technical or customer support role
• Hotel (front desk/reservations) / hospitality experience (non-negotiable)
• Excellent interpersonal skills, consistently amicable and responsive with all people
• Technical proficiency in working with different systems (training provided)

How to be successful as a Hotel Support Consultant

• Problem Solver – anticipate roadblocks and proactively clear them
• Adaptable – thrive in a fast-paced, evolving tech environment
• Collaborative – bring teams together to align on goals and get results
• Customer-Centric – keep hoteliers’ needs at the core of every decision
• Persuasive Communicator – inspire, influence, and close deals

Perks

• Equity
• Mac environment
• Performance Bonus (Team-Based)
• Formal Training budget
• Annual Hotel experience

RoomRaccoon Values

• Accountability
• Beat Yesterday
• Clock Speed
• Deals a Deal
• Empower Others

Note: This line was present in the original but has been kept as plain text in the final content. Please replace with an equivalent non-emphasized disclaimer if needed.