📍 Location: Cape Town, South Africa
💼 Job Type: Full-time, On-site
🗣️ Languages Required: German & English
🏢 Company: RoomRaccoon

About RoomRaccoon

RoomRaccoon is a fast-growing, global hotel management technology company founded in 2017 by Nadja Buckenberger and Tymen Van Dyl. With over 110 team members across 5 global offices, RoomRaccoon supports 2,000+ hotels across Europe, Africa, and the USA through its award-winning all-in-one hotel management system.

This role forms part of their expanding Customer Support team, helping deliver world-class assistance to clients across the Benelux region.

Role Overview

As a Customer Support Specialist, you will be the first point of contact for hotel clients using RoomRaccoon’s platform. Your job is to answer queries, troubleshoot system issues, provide personalised support, and ensure every customer feels valued, supported, and empowered to use the software confidently.

This position requires excellent communication skills, product knowledge, and the ability to show empathy, patience, and professionalism during customer interactions.

Job Responsibilities

📞 Customer Support

• Provide professional, personalised support to hoteliers via email, phone, and online chat
• Deliver a world-class customer experience by understanding client needs
• Assess technical queries and escalate them to internal teams when necessary
• Meet daily & weekly engagement targets for responsiveness and customer satisfaction
• Support hotel clients through problem-solving and proactive communication

🔁 Retention & Service Recovery

• Partner with the Implementations Team to ensure smooth onboarding transitions
• Manage dissatisfied customers with empathy and effective problem-solving
• Identify behaviours that indicate churn risk and take action to retain customers
• Work cross-functionally to resolve high-impact issues

Required Skills & Qualifications

🎯 Minimum Requirements

• Fluent in German and English
• 2+ years’ experience in a customer support, technical support, or service environment
• Comfortable using digital systems and software (training provided)

🌱 Beneficial Skills

• Experience in hotel reception, reservations, or hospitality operations
• Strong communication and multitasking abilities
• Resilience and emotional intelligence when handling difficult situations

What Success Looks Like

• High customer satisfaction and retention
• Quick issue identification and accurate troubleshooting
• Strong empathy and active listening during every client interaction
• Positive collaboration with global support and implementation teams

🎁 Employee Benefits

• Free Food Fridays
• Mac working environment
• Incentive-based commission
• Annual hotel experience trip
• Formal training budget
• Birthday & Christmas vouchers
• Equity opportunities

📄 CV Tips for This Role

• Highlight German fluency clearly at the top of your CV
• Showcase customer-facing experience, especially support or hospitality
• Mention any technical tools or CRM systems you have used
• Demonstrate problem-solving, communication, and resilience
• Include measurable achievements, e.g., customer satisfaction ratings, SLA compliance

Equal Opportunity Statement

RoomRaccoon is committed to building a diverse and inclusive workplace. All qualified applicants will receive fair and equal consideration regardless of race, gender, age, nationality, disability, or religion.