Customer Support Consultant: German Speaking (Hotel/SaaS)

About the Company

Our client is the leading Hotel Management System for independent hotels and accommodation businesses. They serve thousands of hotels globally in over 50 countries with their technology. Every day the 100+ team works hard to empower hoteliers with technology that drives better-performing hotels and guest experiences. They have headquarters in two vibrant cities on opposite sides of the world, Breda in the Netherlands and Cape Town in South Africa. Plus offices in Valencia, Spain and Lisbon, Portugal.

Location: Potsdam, Lubeck, Berlin, or areas close to those cities in Germany

Job Type: Full Time | Remote

Salary: Euro 33 600 Euro plus 750 Euro quarterly commission if targets are met

Start Date: 3 July

Onboarding: Breda Netherlands for two weeks (Company paid)

CV Submission: Submit your CV in English

Requirements

• German Native
• Fluent in English
• EU Citizen
• Has 3+ years experience in a service-oriented, technical or customer support role
• Hotel (front desk/reservations) / and or hospitality experience (advantageous)
• Technical proficiency in working on different systems (training will be provided)

Responsibilities

• Our Customer Support Consultant is responsible for providing fast & accurate customer service to our DACH (Deutschland, Austria, Switzerland) speaking hoteliers.
• Customer Support
• 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
• 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
• Manage and maintain your own productivity, attendance, and adherence to work schedule in line with customer support hours
• Adhere to all Standard Operating Procedures
• Occasionally assisting in creating video & written content to teach our hoteliers in all possible topics so they can use us in the most self-sufficient way.
• Share best practices with your peers with a goal to improve the performance and productivity of your team

Benefits:

• Loyalty Programme (Equity)
• Commission | OTE for sales related roles
• Department incentive bonuses
• Training & Development:
• Formal training
• Annual hotel experience
• Employee Referral Campaign
• Friday Drinks & Lunches for in-house Raccoons
• Quarterly Office Massages
• Birthday Lunch