Location: Lisbon
Job Type: Full Time
Salary: €1,100 – €1,400
As a Customer Care Consultant, your focus is to quickly identify and resolve issues while demonstrating patience and understanding. Working as part of a global team, you will be the trusted voice for our Portuguese and Spanish clients, ensuring their needs are met with care and professionalism. Together, we create meaningful connections that drive client success and retention.
Day in the life of a Customer Support Consultant
Support hoteliers by providing professional, personalised responses to their queries via email, phone, and online discussion forums.
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
Working closely with our Implementations Team to ensure a seamless transition of client accounts to support.
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
Key skills:
Non-negotiable: Fluent in Portuguese & Spanish
Hotel (front desk/reservations) / and or hospitality experience
Has 2+ years’ experience in a service-oriented, technical or customer support role
How to be successful as a Customer Support Consultant
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)
Perks for PT/ES:
Friday Lunches
Mac environment
Team-oriented performance bonus
Formal Training budget
Annual Hotel experience
Equity
Birthday Vouchers
RoomRaccoon Values:
Accountability
Beat Yesterday
Clock Speed
Deals a Deal
Empower Another