Customer Experience Expert: Hotel Operations Management
4 semanas atrás
Company Overview
RoomRaccoon is a leading provider of all-in-one hotel management systems, revolutionizing the hospitality industry with its innovative solutions. Founded in 2017 by Nadja Buckenberger and Tymen Van Dyl, the company has grown to serve 2000+ clients across Europe, USA, and Africa, with a diverse team of 110 professionals.
Estimated Salary Range
R150,000 - R250,000 per annum, depending on experience and qualifications.
Job Description
We are seeking an experienced Customer Experience Expert to join our team as a Senior Customer Support Consultant. This key role will be responsible for elevating our customer support quality, ensuring seamless operations, and driving product expertise. The successful candidate will guide Customer Support Consultants towards excellence, manage complex escalations, and contribute to our knowledge base.
Main Responsibilities:
- Conduct Quality Assurance (QA) for email and phone interactions, identify areas for improvement, and develop training programs.
- Lead new product release validations, ensuring seamless integration with existing systems.
- Act as an escalation point for complex customer issues, enforcing precise bug logging and resolution follow-ups.
- Develop and maintain knowledge base articles, guru cards, and canned responses, adhering to measurable frameworks.
Requirements:
- Fluency in German or Dutch (non-negotiable)
- 2+ years' experience in a service-oriented, technical, or customer support role, with leadership experience preferred.
- Hotel or hospitality experience advantageous, but not required.
- Excellent interpersonal skills, with a strong focus on customer satisfaction.
- Technical proficiency in working with various systems, with training provided as needed.
Benefits:
- Equity participation
- Formal training budget allowance
- Annual hotel allowance
- Birthday and Christmas vouchers
About RoomRaccoon:
Our mission is to redefine hotel operations through innovative technology and exceptional customer service. With a strong presence in Cape Town, South Africa, and Lisbon, Portugal, we offer a unique opportunity for professionals to grow and thrive in a dynamic environment.
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