Customer Care Consultant (Dutch Speaking)

RoomRaccoon:

RoomRaccoon was founded by Nadja Buckenberger and Tymen Van Dyl in 2017 with a mission to redefine hotel operations through our all-in-one hotel management system.  

Our diverse team of 110 professionals, spread across 5 offices worldwide, serves 2000+ clients across Europe, USA and Africa.  Our benefits include equity, formal training budget allowance, annual hotel allowance, as well as birthday and Xmas vouchers.  

Interested? Keep reading on!  

Job title: Customer Support Consultant (Dutch Speaking)

Location: Only considering applications-based in Lisbon or Cape Town

Language: Dutch 

Work-type: On-site

Term: Full-time

Your North Star

Your mission is a guiding metric or key objective that helps a company or team stay focused on its core mission and long-term goals. For a customer support consultant, you often represent the ideal customer experience or the primary outcome the team strives to achieve, such as customer satisfaction, resolution speed, or first-contact resolution. It's a constant point of reference to ensure that all actions and decisions align with delivering exceptional service and value to customers.

Day in the life of a Customer Support Consultant

• 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 behaviors that indicate they want to stop using RoomRaccoon and work with internal teams to prioritise resolving their issues.

Key skills:

• Non-negotiable: Fluent Dutch 


• Has 2+ years' experience in a service-oriented, technical or customer support role 
  


• 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) 
  

Beneficial skills:

• Hotel (front desk/reservations) / and or hospitality experience (advantageous) 
  

How to be successful as a Customer Support Consultant

• Communicate Clearly: Be concise, empathetic, and active in listening to customer needs.


• Know Your Product: Stay informed about features and updates to provide accurate support.


• Show Empathy: Be patient and understanding, especially with frustrated customers.


• Solve Problems Quickly: Focus on resolving issues efficiently and effectively.


• Keep Learning: Continuously improve your skills and adapt to new tools and feedback.

Perks

• Free Food Fridays


• Mac environment


• Incentive based commission 


• Formal Training budget


• Annual Hotel experience


• Equity


• Birthday Vouchers

RoomRaccoon Values 

• Accountability 


• Beat Yesterday 


• Clock Speed 


• Deals a Deal 


• Empower Another 

Disclaimer: Thanks so much for your excitement about joining RoomRaccoon! We’re lucky to have so many talented people eager to be part of our team, so we’re reviewing applications as they come in. If you don’t hear from us within three weeks, it means we’ve decided to move forward with other candidates this time—but don’t be discouraged! Keep an eye on our careers page, and we’d love for you to apply for roles that fit your talents in the future!