It's an exciting time to join RoomRaccoon. Through innovation, we have been able to enter many different markets and grow our international team of professionals who are dedicated to helping RoomRaccoon with its mission of becoming the world's number one hotel management system.
Customer Support Team Lead
Job Overview :
This is what you tell people at parties :
I am working at an international super-fast growing tech company and we are revolutionising hoteliers around the globe. RoomRaccoon is awarded the world's best Hotel Management System for 2 years in a row and empowers hoteliers to run their property way more effectively.
Our growing team of 71 heads is working from 10 offices all over the world!
Your role :
You will be responsible to ensure our German speaking hoteliers are using RoomRaccooon with absolute happiness!
Responsibilities and Duties
You will be accountable for :
Providing telephonic and ticket support to RoomRaccoon clients on utilising our software.
Ensuring that RoomRaccoon customer service levels are maintained at a high standard.
Working closely with our Implementations Team to ensure a seamless transition of client accounts to support.
Training hoteliers in using RoomRaccoon to their best advantage on all possible touch points.
Ensuring your required KPI’s and contact points are maintained at the required daily level. This includes maintaining RoomRaccoons customer support SLAs.
Proactively calling hoteliers to convince them of the added value of our additional paid features.
Fun & productive collaboration with our other teams, specifically your English team mates.
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.
Our perfect fit has / is :
Speaks German on a native level
Experience providing customer support in technical environment
Hotel (front-desk / reservations) / and or hospitality experience ( advantageous)
Motivated working in a high-tech, fast-paced, entrepreneurial environment, requiring strong prioritisation abilities
Patient and empathetic towards others, but naturally able to lead a conversation, deal with clients on different levels.
Self-motivated & ability to deliver under pressure
A proactive team player
Organised and great eye for detail
Passionate about tech and software and not afraid to upsell
Shares our core values :
Working in a vibrant international fast growing company
Unlimited learning & growth potential
Your ideas and performance making a big difference in our organisation and the global hotel industry
Work hard, Play hard mentality. We love celebrating successes together!
Employee Equity Scheme
Regular trips to Europe for trainings & celebrational ceremonies (International Week)
Annual RoomRaccoon Hotel Experience
Friday lunches are on us
Annual salary increases
Training & Development opportunities
Ki ndly click on the below link and complete the questionnaire :