About the Company
Founded in 2017, our client offers an all-in-one management system designed to enhance hotel operations. With a dedicated team across five global offices, the company serves over 2,000 clients worldwide.

Role Overview
As a Customer Care Consultant, you will provide exceptional support to hoteliers, answering their questions and offering tailored solutions. This involves responding promptly via email, phone, and forums, while collaborating closely with the Implementations Team to ensure seamless client onboarding.

You will also focus on customer retention, transforming any dissatisfaction into a positive experience. By engaging professionally with hotelier inquiries and assessing their needs, you will contribute significantly to high levels of customer satisfaction and retention.

Start Date: May
Location: On-site – Lisbon
Training: In Cape Town – flight and accommodation covered by the company
Salary: €2,200 gross per month

A Day in the Life of a Customer Support Consultant
Your Role:

• Support hoteliers by providing professional, personalized responses to their queries via email, phone, and online forums.

• Deliver a world-class customer experience by actively listening to hoteliers, addressing their needs, and anticipating future requirements.

• Assess queries and escalate issues to internal teams when needed, ensuring prompt resolution by following predefined processes and channels.

• Meet daily and weekly engagement metrics, with an emphasis on achieving customer satisfaction and retention targets.

• Collaborate closely with the Implementations Team to ensure a smooth client onboarding process.

• Address dissatisfaction with care, aiming to retain clients and turn them into promoters.

• Identify signs that a hotelier may consider discontinuing services and work with internal teams to resolve issues promptly.

Key Skills Required:

• Non-Negotiable: Fluent in German and English

• Minimum of 2 years’ experience in a service-oriented, technical, or customer support role

• Excellent interpersonal skills and the ability to remain friendly and responsive in all interactions

• Technical proficiency with various systems (training will be provided)

• Experience in hotel operations (front desk, reservations) or the hospitality industry is required, especially in B2B client relations

Beneficial Skills: How to Succeed as a Customer Support Consultant:

• Clear Communication: Be concise, empathetic, and actively listen to customer needs.

• Product Knowledge: Stay informed about features and updates to provide accurate support.

• Empathy: Be patient and understanding, especially with frustrated customers.

• Problem Solving: Focus on quick and effective issue resolution.

• Continuous Learning: Constantly improve skills and adapt to new tools and feedback.

Perks:

• Free Food Fridays

• Work in a Mac environment

• Incentive-based commission

• Formal training budget

• Annual hotel experience allowance

• Equity options

• Birthday vouchers

The Company’s Core Values:

• Accountability

• Beat Yesterday

• Clock Speed

• A Deal’s a Deal

• Empower Another

The company lives by values such as Accountability, Innovation, and Team Empowerment, which drive their mission to be the best in the industry.