Tasks
- 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
Our perfect fit has/is
- Language requirements:
- English
- Additional language: Dutch, German, Spanish, Italian OR Portuguese
- 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
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 110+ heads is working from at least 4 offices around 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)
