Founded in 2017 our client provides an all-in-one management system that elevates hotel operations. With a dedicated team across five global offices, we serve over 2,000 clients worldwide.
Start: May
location: on site - Cape Town
Training: In Lisbon - flight and accommodation covered by company
Salary: base of 25kZA
Role Overview
As a Customer Care Consultant, you’ll provide top-tier support to hoteliers, answering their questions and offering tailored solutions. This includes responding promptly via email, phone, and forums, as well as collaborating with our Implementations Team for seamless client onboarding.
You’ll also focus on customer retention, turning any dissatisfaction into a positive experience. By engaging with hotelier inquiries professionally and assessing needs, you’ll contribute to high customer satisfaction and retention.
Day in the Life of a Customer Support Consultant
Your Role:
Support hoteliers by delivering professional, personalized responses to their queries via email, phone, and online discussion forums. Provide a world-class customer experience by actively listening to hoteliers, responding to their needs, and anticipating future requirements to go the extra mile. Assess queries and escalate to internal teams when needed, ensuring resolution by following up via pre-defined processes and channels. Meet daily and weekly engagement metrics, with a focus on achieving targets for customer satisfaction and retention. Collaborate closely with the Implementations Team to ensure a smooth transition of client accounts to support. Address hotelier dissatisfaction with care, aiming to retain them and turn dissatisfied customers into promoters. Retain hoteliers by identifying behaviors and situations indicating a desire to stop using the company’s services and work with internal teams to prioritize issue resolution.
Key Skills:
Non-Negotiable: Fluent Dutch. At least 2 years of experience in a service-oriented, technical, or customer support role. Excellent interpersonal skills—consistently amicable and responsive in all interactions. Technical proficiency with different systems (training provided).
Beneficial Skills:
Experience in hotel operations (front desk, reservations) or the hospitality industry is advantageous. How to Succeed as a Customer Support Consultant:
Communicate Clearly: Be concise, empathetic, and actively listen to customer needs. Know Your Product: Stay informed about features and updates to provide accurate support. Show Empathy: Be patient and understanding, especially with frustrated customers. Solve Problems Quickly: Focus on efficient and effective issue resolution. Keep Learning: Continuously 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
They live by the following values like Accountability, Innovation, and Team Empowerment, driving our mission to be the best in the industry.
