Customer Service

Customer Support Team Lead: Dutch

Cape Town, Western Cape
Work Type: Full Time

Resilient? Problem Solver? A Leader? Customer Support is your top trait? If you said yes to all of those, then we have the perfect role for you. We're on the hunt for a Customer Support Team Lead for our biggest market; Benelux. Do you think you have what it takes? continue reading. 

 

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!

 

Reports to:

Head of Customer Support


Your role:

Our Customer Support Team Lead is formally responsible for the development of new Customer Service Consultants( CSCs).  The Team Lead acts as the second-tier level support for the front-line Customer Support team. The Team Lead provides direction and support to CSCs with a goal of continually meeting and expanding the definition of world class customer service. The Team Lead provides guidance and direction in the development of training materials for CSCs. Under the direction of the Head of Customer Support, the Team Lead maintains our customer service model and ensures established standards are maintained through coaching and quality assurance. 


You will be accountable for:

  • Training & Coaching

  • Formally responsible for developing new customer service representatives 

  • Maintain, update and monitor all CSC training needs.

  • Monitor call tracking software and proactively address any concerns or issues   

  • Quality Assurance 

  • Maintains a quality assurance program that measures acceptable standards and includes call monitoring and processing.

  • Implement and maintain a regular call monitoring schedule  

  • Act as a reference point for CSC  queries on issues related to the Dutch and Benelux market Identify areas to improve efficiencies, reduce repeat calls and provide feedback and coaching to the CSCs to help minimize escalations       

  • Assist in the interviewing and hiring process of new CSC’s 


Our perfect fit has / is:

  • 1 year or more experience in a Team Lead role in Customer Service running a team. 

  • Bachelor's Degree or equivalent  

  • The ability to quickly and effectively recognize a problem, determine the cause, take appropriate action and follow-up is necessary.  

  • Experience in coaching, training and supporting a customer service team is an asset.  Previous experience and/or understanding of customer service systems  would be an asset.  Excellent command of the Dutch language is required; knowledge

  • The ability to work with clients from diverse backgrounds in a courteous, professional, l manner is necessary.   

  • Team player 

  • Time Management and Prioritization

  • A combination of education and/or sufficient experience is necessary to perform all aspects of the position successfully. 


North Stars:

  • Team Performance 

  • Churn 

  • CSAT


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



Kindly click on the below link and complete the questionnaire:

https://docs.google.com/forms/d/e/1FAIpQLSf09PucnSO9vkPipjb9vi1giC1PsHkPQXzgPpfo7wPR1OHi9Q/viewform



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