Support travelers by providing information after booking tours and enhancing their experience before departure for EF Go Ahead Tours. Prioritize tasks efficiently under pressure with attention to detail and excellent customer service.
About the role
- Customer Support Consultant providing professional support to Dutch-speaking hoteliers in a hospitality SaaS company. Responsible for resolving client queries and ensuring satisfaction in a hybrid work environment.
Responsibilities
- Customer Support
- Support hoteliers by providing professional, personalised responses to their queries on all contact channels.
- 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
- 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
Requirements
- 3+ years experience in a service-oriented, technical or customer support role
- Hotel (front-desk/reservations) / and or hospitality experience (advantageous)
- 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)
- Excellent command of Dutch & English language, verbal and written communication skills and demonstrated proficiency in telephonic engagement
Benefits
- Mac environment
- Performance bonuses
- Employee Equity Scheme
- Annual training budget
- Annual Hotel experience
- Birthday leave
- Long service leave and bonuses
- Quarterly team building budgets & office massages
- Friday lunches on us
- Global Mobility
- Hybrid model
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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