Customer Support Consultant (Dutch Speaking)

Department: Customer Support

Location: Cape Town / Lisbon

Contract Type: 6-Month FTC > Permanent (CPT) / Permanent (LIS)

Language Requirements: Dutch & English

RoomRaccoon is a fast-growing hospitality SaaS company building one powerful platform for independent hoteliers on an international scale. We help hotels run smarter, sell better, and stay in control, from bookings and payments to revenue and automation, all in one system.

We move fast, think independently, and build technology that gives hotels a real competitive edge. Our team is global, ambitious, and hands-on. We value ownership, momentum, and people who want to make an impact while beating yesterday, together. If you like building meaningful software with smart people, you’ll fit right in. 🦝

Customer Support plays a crucial role in our business by providing high-quality assistance and resolving client queries through excellent communication skills. This ensures a positive and productive experience with our product, leading to increased client satisfaction and retention.

As a Customer Care Consultant, you will need the ability to quickly identify issues and troubleshoot problems, all while showing empathy and patience throughout the process to address client needs effectively.

You will join a global team of customer service representatives and will be responsible for taking care of our Dutch clients.

Our Customer Support Consultant is responsible for providing fast & accurate customer support to our hoteliers. Your day to day responsibilities include (but are not limited to):

• 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, 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

• 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

• 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

• Problem Solving
• Customer focused
• Customer focused
• Active Listening
• Empathy Resilience

• 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)
• Excellent command of Dutch & English language, verbal and written communication skills and demonstrated proficiency in telephonic engagement

• Beneficial Skills Hotel (front desk/reservations) / and or hospitality experience
• Experience working in a scale-up environment

• Accountability: owning decisions, follow-through and outcomes, from start to finish without blaming others when things go wrong. Showing up, owning your impact and standing tall. Progress starts with you.
• Beat Yesterday: when learning leads to real change. Making time to reflect, improve systems and prevent the same issues from recurring.
• Clock Speed: choosing progress today over procrastination tomorrow. Moving fast with clarity, alignment and quality.
• Deal's a Deal: setting clear expectations, delivering on promises and being reliable for our customers and your teammates.
• Empower Another: share knowledge, celebrate wins, and help others succeed. Every time you enable a teammate, you strengthen RoomRaccoon and our customers.