- 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
- 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 behaviours that indicate they want to stop using RoomRaccoon and work with internal teams to prioritise resolving their issues
- Adherence and Improvement
- 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
- Language requirements:
- German Native
- 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)
- 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 & Lunches for in-house Raccoons
- Quarterly Office Massages
- Birthday Lunch
Remote Customer Support Consultant: German Speaking - Berlin, Deutschland - RoomRaccoon
Beschreibung
About the role:
Our Customer Support Consultant is responsible for providing fast & accurate customer service to our DACH (Deutschland, Austria, Switzerland) speaking hoteliers.
Tasks
Your main duties and responsibilities will be - but not limited to:
Requirements
Our perfect fit has/is:
Benefits
Perks:
About us:
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)
The hotel industry is at the very heart of the RoomRaccoon story.
Our Founder, Nadja Buckenberger, faced many challenges when she opened the doors of the Bliss Boutique Hotel in Breda in 2014.
She couldn't find a single affordable solution to manage all aspects of her property. That's when she decided to join forces with her partner, tech entrepreneur Tymen van Dyl to create one that could.
In 2016, Tymen began building software that would solve Nadja's three central pain points by combining a Property Management System (PMS) with a channel manager and booking engine – a technological feat
The software worked wonders for the Bliss Hotel and piqued the interest of other regional hotels.
We officially launched in January 2017, and six months later, we had over 100 hotels on board. Today, RoomRaccoon is the world's most complete HMS for independent accommodations with 10 – 100 rooms.