Key Performance Indicators, Technical Support, German, Hospitality Industry, Hotel Management, Service-Level Agreements (SLA), Online Content Creation, Receptionist Duties
Job description
German Speaking Customer Support Consultant (Hospitality/HotelTech)
Join our clients dynamic and rapidly expanding tech company as they embark on a mission to transform the global hotel industry. They have been recognized as the leading Hotel Management System provider for two consecutive years, driving innovation and empowering hoteliers worldwide. Our client is passionate about enabling hoteliers to optimize their operations and achieve remarkable success. With a global presence spanning multiple continents, their team of talented professionals works tirelessly across 10 strategically located offices.
If you are looking to be part of a forward-thinking organization that is revolutionizing the hospitality sector, we invite you to put your best foot forward. Embrace the opportunity to contribute to an exciting journey, as they shape the future of hotel management worldwide.
Role Overview
As a Customer Support Consultant, you will be reporting to the Customer Support Team Lead and will be responsible for ensuring our clients German-speaking hoteliers are using their products with absolute happiness.
If you are successful, You would need to be able to travel to Cape Town for our onboarding programme for the first 3 months in our beautiful offices.
Job type: On-site | Full Time
Location: Cape Town
Requirements
- Ability to speak German on a native level (C2/C2)
- Experience providing customer support in a technical environment
- Hotel (front-desk/reservations) / and or hospitality experience is advantageous
- Motivated working in a high-tech, fast-paced, entrepreneurial environment requiring strong prioritisation abilities
- Patient and empathetic towards others, but naturally able to lead a conversation, deal with clients on different levels.
- Self-motivated & ability to deliver under pressure
- A proactive team player
- Organised and great eye for detail
- Passionate about tech and software and not afraid to upsell
- Providing telephonic and ticket support to clients on utilising the software.
- Ensuring that our clients customer service levels are maintained at a high standard.
- Working closely with the Implementations Team to ensure a seamless transition of client accounts to support.
- Training hoteliers in using the software to their best advantage on all possible touch points.
- Ensuring your required KPIs and contact points are maintained at the required daily level. This includes maintaining our clients customer support SLAs.
- Proactively calling hoteliers to convince them of the added value of the additional paid features.
- Fun & productive collaboration with other teams, specifically your German teammates.
- Occasionally assisting in creating video & written content to teach hoteliers in all possible topics so they can use the products in the most self-sufficient way.
Our client is focused on your development and growth within the company. Once you successfully achieve the points needed on your role based progression plan and are ready to take the next step, you can become the Senior Customer Support Consultant and thereafter, the Customer Support Team Lead awaits!
Benefits:
- Working in a vibrant international fast growing company
- Unlimited learning & growth potential
- Your ideas and performance making a big difference in the organisation and the global hotel industry
- Work hard, Play hard mentality. Our client loves celebrating successes together!
- Employee Equity Scheme
- Regular trips to Europe for training & celebrational ceremonies (International Week)
- Annual company Hotel Experience
- Friday lunches
- Annual salary increases
- Training & Development opportunities
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Black Pen Recruitment is a global recruitment agency that targets European, African and American Markets with headquarters based in Malta (Europe) and Cape Town (South Africa).
