Job Description

RoomRaccoon

RoomRaccoon was founded by Nadja Buckenberger and Tymen Van Dyl in 2017 with a mission to redefine hotel operations through our all-in-one hotel management system.



Our diverse team of 100 professionals, spread across 5 offices worldwide, serves 2000+ clients across Europe, USA and Africa. Our benefits include equity, formal training budget allowance, annual hotel allowance, as well as birthday and Xmas vouchers.



Interested? Keep reading on!

Job title

: Service Operations Manager (Dutch Speaking)

Location

: Cape Town

Language

: English & Dutch

Work-type

: On-site

Your North Star

Our Service Operations Manager is the direct manager of Customer Support Consultants and is responsible for managing their day-to-day adherence and availability while driving their performance in line with our predefined Performance Framework. They are accountable for service levels and productivity targets, with a goal to deliver stand-out CX.

Day in the Life of the Service Operations Manager

Team Management, QA & Coaching

Onboard and train new and existing team members and equip them to thrive when performing all aspects of their role Assess the contact points completed by your CSCs using our quality assurance framework to identify performance gaps and trends Coach team members by providing performance feedback on a regular basis and equip them with effective strategies to enhance their performance Develop team members and nurture top talent and succession, guided by our internal stripe framework Report on daily & weekly engagement metrics with a goal of achieving team targets for customer satisfaction and issue resolution

Retention and Service Recovery

Account for the delivery and quality of support provided to customers Maintain your product knowledge, and systems to diagnose and escalate service failures Investigate support incidents that lead to hotelier dissatisfaction and demonstrate a customer-first mindset when engaging with them with a goal of retaining dissatisfied customers and turning them into promoters

Adherence and Improvement

Manage leave and on-shift availability of your team, ensuring support is available to hoteliers across all channels in line with defined support hours Adhere to all internal policies and SOPs and ensure your team is up-to-date with policy changes and is applying them consistently Identify continuous improvement opportunities with a goal of enhancing the hotelier experience and achieving process excellence Present team metrics, updates and acknowledgements in weekly meetings




Key skills:


Has 5+ years experience in a service-oriented, technical or customer support role 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 (advantageous)

Perks CT:

Friday Lunches Mac environment Medical Aid contribution Incentive based commission Formal Training budget Annual Hotel experience Equity Birthday & Christmas Vouchers

RoomRaccoon Values

Accountability



Beat Yesterday



Clock Speed



Deals a Deal



Empower Another



Disclaimer: Thanks so much for your excitement about joining RoomRaccoon! We're lucky to have so many talented people eager to be part of our team, so we're reviewing applications as they come in. If you don't hear from us within three weeks, it means we've decided to move forward with other candidates this time--but don't be discouraged! Keep an eye on our careers page, and we'd love for you to apply for roles that fit your talents in the future!