Customer Support Consultant (French & Spanish Speaking)

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, 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

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 be provided)
• Excellent command of French & Spanish language, verbal and written communication skills and demonstrated proficiency in telephonic engagement

Nice-to-Have

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

Why Join RoomRaccoon?

• Be part of a high-growth, global hospitality tech company that’s reshaping how hotels operate.
• Work with a dynamic, supportive team who values initiative, autonomy, and creativity.
• Opportunity to grow into senior roles as we scale across markets and expand our product suite.
• Regular team events, international exposure, and access to cutting-edge hospitality software.