German Speaking Customer Support Consultant (Hotel/SaaS)

Our client is the leading Hotel Management System for independent hotels and accommodation businesses. They serve thousands of hotels globally in over 50 countries with their technology. Every day the 100+ team works hard to empower hoteliers with technology that drives better-performing hotels and guest experiences. They have headquarters in two vibrant cities on opposite sides of the world, Breda in the Netherlands and Cape Town in South Africa. Plus offices in Valencia, Spain and Lisbon, Portugal.

Location: Cape Town

Job Type: Full Time

Workplace: Hybrid

Onboarding: Breda, Netherlands, for two weeks (paid by the company)

Salary: R20 000 Gross per month + Quarterly Commission (R15 000) based on performance targets reached

Requirements

Fluent in German and English
Has 1+ years experience in a service-oriented, technical or customer support role
Hotel (front desk/reservations) / and or hospitality experience (advantageous)
South African ID or South African Permanent Residency Holder

Responsibilities

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
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 behaviours that indicate they want to stop using services and work with internal teams to prioritise resolving their issues
Manage and maintain your own productivity, attendance, and adherence to work schedule in line with customer support hours
Adhere to all Standard Operating Procedures
Occasionally assisting in creating video & written content to teach our hoteliers in all possible topics so they can use services in the most self-sufficient way.
Share best practices with your peers with a goal to improve the performance and productivity of your team

Benefits