Customer Support Consultant

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


·      Has 3+ years’ experience in a service-oriented, technical or customer support role

·      Hotel (front desk/reservations) / and or hospitality experience (advantageous)


·      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!



·      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:



Job Type:
Job Title:
Customer Support Consultant
Germany - Berlin

How to apply

Apply Now

Got a Question or need some advice?

We are always here to help and support all our candidates and clients however we can.

Please feel free to call us, or fill in our contact form, and we will do our best to help.


contact us