Customer Support Consultant: German Speaking
About the role:
Our Customer Support Consultant is responsible for providing fast & accurate customer service to our DACH (Deutschland, Austria, Switzerland) speaking hoteliers.
Your main duties and responsibilities will be - but not limited to:
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
Retention and Service Recovery
· 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
· Retain hoteliers by understanding the situations and behaviours that indicate they want to stop using our expertise and work with internal teams to prioritise resolving their issues
Adherence and Improvement
· 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
About you:
Our perfect fit has/is:
· Language requirements:
· German Native
· English
Experience:
· Has 3+ years’ experience in a service-oriented, technical or customer support role
· Hotel (front desk/reservations) / and or hospitality experience (advantageous)
Skills/Attributes:
· Excellent interpersonal skills, consistently amicable and responsive in dealing with all people, both externally and internally
· Technical proficiency in working on different systems (training will be provided)
About us:
This is what you tell people
I am working at an international super-fast-growing tech company and we are revolutionising hoteliers around the globe. We have been 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 100 heads is working from 10 offices all over the world!
Perks:
· 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
Please contact me directly: marque.devilliers@noviglobal.com
