Arguably one of the most important functions in our business, your role will revolve around our product and services followed by exceptional customer service.
Your daily role will be to ensure all tickets allocated to you is answered via phone or email in a timely manner in order to uphold our customer satisfaction and retention stats.
This role is seen as a high growth area in our business allowing you to fully grasp he product knowlege for further growth.
Hiring for our Portugal or Cape Town office only. Open to applicants looking to relocate meeting the requirements
Tasks
Your main duties and responsibilities will be - but not limited to:
Customer Support
- 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 RoomRaccoon 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 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
Our perfect fit has/is
- Language requirements:
- Dutch
- English
- Experience:
- Has 3+ years experience in a service-oriented, technical or customer support role
- Hotel (front desk/reservations) / and or hospitality experience (advantageous)
- Skills/Attributes:
- 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)
Perks:
- Loyalty Programme (Equity)
- Role Specific: Commission
- OTE for sales related roles
- Department incentive bonuses
- Training & Development: Formal training
- Annual hotel experience
- Employee Referral Campaign
- Friday Drinks and lunches for in-house Raccoons
- Quarterly Office Massages
- Birthday Lunch
This Is What You Tell People At Parties
I am working at an international super-fast-growing tech company and we are revolutionising hoteliers around the globe. RoomRaccoon is awarded the world's best Hotel Management System for 2 years in a row and empowers hoteliers to run their property way more effectively. Our growing team of 100 heads is working from 10 offices all over the world!
It's an exciting time to join RoomRaccoon. Through innovation, we have been able to enter many different markets and grow our international team of professionals who are dedicated to helping RoomRaccoon with its mission of becoming the world's number one hotel management system. - Tijmen van Dijl (CEO & Co-Founder)
