Department: Customer Support

Location: Valencia

Contract Type: Permanent

Customer Support
- Support hoteliers by providing professional, personalised responses to their queries on all contact channels.
- 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, escal… 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
- 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 RoomRaccoon 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 RoomRaccoon Standard Operating Procedures.
- Occasionally assisting in creating video & written content to teach our hoteliers in all possible topics so they can use RoomRaccoon in the most self-sufficient way.
- Share best practices with your peers with a goal to improve the performance and productivity of your team.

How to be successful as the Customer Support Consultant
- Problem Solving
- Customer focused
- Customer focused
- Active Listening
- Empathy Resilience

Required Skills & Experience
- 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

📌 Customer Support Consultant (Valencia)
🏢 Francaisvalencia
📍 Valencia