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 working on different systems (training will

📌 Customer Support Consultant (Valencia)
🏢 Francaisvalencia
📍 Valencia