Customer Service

Customer Support Agent (German)

Cape Town
Work Type: Full Time

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 90 heads is working from 10 offices all over the world!


Reports To

Customer Support Team Lead


Your role

You will be providing customer support to ensure our German speaking hoteliers are using RoomRaccooon with absolute happiness by; 

 

  • 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 German 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.


You will be accountable for

  • CSAT 4.25 stars which is your North Star 

  • Efficiency and Productivity: number of contact points / calls / tickets and average handling time

  • Accuracy and attention to detail: quality of call tickets and contact points

  • Response time

  • Demonstrated job knowledge

  • Execution of standard operating procedures

  • Wiki and Helpdesk quality



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 


Shares our core values:

  1. πŸ₯‡  ACCOUNTABILITY

  2. πŸ”  BEAT YESTERDAY 

  3. ⏩  CLOCK SPEED

  4. 🀝  DEAL’S A DEAL  

  5. πŸ‘©β€πŸ‘©β€πŸ‘§β€πŸ‘¦  EMPOWER ANOTHER

 

Benefits:

  • 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

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