Customer Experience Leader
4 semanas atrás
About Us
RoomRaccoon, a leading provider of hotel management systems, is seeking a seasoned Customer Experience Leader to join our team in Cape Town and Lisbon. Our innovative platform has revolutionized the hospitality industry, serving 2000+ clients across Europe, USA, and Africa.
Company Overview
We're a diverse team of 110 professionals, spread across 5 offices worldwide. Our mission is to redefine hotel operations through our all-in-one system. With equity, formal training budget allowance, annual hotel allowance, and birthday/Christmas vouchers, we offer a unique work environment that fosters growth and well-being.
Job Summary
The Customer Experience Leader will play a crucial role in elevating our customer support quality and ensuring seamless operation of our customer support team. As a key member of our leadership team, you'll guide Customer Support Consultants towards excellence, foster product expertise, manage complex escalations, and contribute to our knowledge base.
Main Responsibilities
You will be responsible for:
- Conducting Quality Assurance (QA) for CSC email and phone interactions, identifying areas for improvement-driven training based on QA findings.
- Leading new product release validations.
- Addressing complex customer issues as an escalation point, including enforcing precise bug logging and resolution follow-ups.
- Actively contributing to the creation and maintenance of knowledge base articles, guru cards, and canned responses following our measurable framework.
Requirements
To succeed in this role, you must have:
- Fluency in German or Dutch.
- At least 2 years' experience in a service-oriented, technical, or customer support role as 2IC or in a leadership position.
- Hotel (front desk/reservations) or hospitality experience is 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).
Estimated Salary Range
R1,200,000 - R1,800,000 per annum, depending on experience.
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