Customer Support Consultant – French & Italian

About the role

RoomRaccoon is looking for a bilingual Customer Support Consultant to assist its French‑ and Italian‑speaking hotel partners. Based in Lisbon, you will join a global support team that ensures hoteliers receive fast, accurate, and personalised assistance across all communication channels.

Key responsibilities

• Provide professional, personalised responses to hotelier queries via phone, email, and chat.
• Deliver a world‑class experience by listening, anticipating needs, and pre‑emptively addressing potential issues.
• Escalate complex cases to internal teams following defined processes and track resolutions.
• Meet daily and weekly engagement metrics aimed at customer satisfaction and retention.
• Handle dissatisfied customers with empathy, aiming to turn them into promoters.
• Maintain productivity, attendance, and adherence to support schedules.
• Contribute to the creation of video and written tutorials for hotel partners.
• Share best practices with peers to improve team performance.

Required profile

• Fluent in French and Italian, with excellent written and verbal communication skills.
• Strong problem‑identification and troubleshooting abilities.
• Empathetic, patient, and able to handle challenging situations.
• Self‑motivated and capable of managing personal productivity and schedule.
• Team‑oriented mindset, comfortable working in a global environment.

Required skills