Senior Customer Support Consultant

2 meses atrás


Lisboa, Portugal Roomraccoon Hotel Tech Tempo inteiro

Title: Senior Customer Support Consultant Type: Full-time Terms: Onsite Location: Only considering applications based in Cape Town, South Africa, and Lisbon, Portugal What we need? The Senior Customer Support Consultant (SCSC) is crucial in elevating our customer support quality and ensuring the seamless operation of our customer support team. The SCSC will guide Customer Support Consultants (CSCs) towards excellence, foster product expertise, manage complex escalations, and contribute to our knowledge base, ensuring our team is equipped to deliver outstanding service. Tasks What will you be doing? Conduct QA for CSC email and phone interactions, scaling by stripe level, and communicate needs for improvement-driven training based on QA findings. Lead new product release validations. Address complex customer issues as an escalation point, including enforcing precise bug logging and resolution follow-ups. Actively contribute to the creation and maintenance of knowledge base articles, guru cards, and canned responses following our measurable framework. Requirements Non-negotiable: Fluent in German or Dutch Has 2+ years' experience in a service-oriented, technical, or customer support role as 2IC or in a leadership 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) #J-18808-Ljbffr



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