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Customer Onboarding Specialist – UK Market

  • Full Time
  • Hybrid Remote
  • London, UK

eviivo is an award-winning, cloud-based booking and property management platform. We help independent accommodation providers showcase their properties, manage their reservations, and connect with guests.

Its flagship product, eviivo suite, aims to provide hoteliers and hosts with a convenient all-in-one solution that makes it easy for them to manage online bookings, guests and travel agencies. Today, eviivo’s customer base consists of 30,000 small independent B&Bs, Guesthouses, Vacation Rental Owners and Hotels using eviivo suite day-in day-out to run their business.

We operate in North America, UK, Ireland, France, Spain, Portugal, Italy and Germany.

With a culture focused on staff development, a passion for helping the brilliant businesses we represent and a clear vision for growth, we think eviivo has a lot to offer.

Responsibilities

This is an important position focused on customer success. You will be responsible for the training and setup of new and existing customers on the eviivo suite.

The onboarding process needs to be done quickly and to the highest possible standard, ensuring new customers’ first experience of eviivo is a positive one. Each Onboarding Specialist has an impact both on how their customers trade online and on how skilled they are at using our SaaS platform.

Ultimately, the goal is to ensure that the value derived from the eviivo suite far exceeds the customer’s expectations.

  • Take ownership of each customer from initial remote training to online account activation
  • Ensure that a property’s content and rate set up is completed according to best practice in order to maximise performance on their own website and OTAs (Expedia, Booking.com etc.) using the eviivo suite
  • Resolve technical implementation issues where possible, otherwise escalate to technical support or distribution team
  • Work with other team members to develop new training methodologies, additional client resources and documentation to support client training (e.g. help guides, email templates etc.)
  • Provide accurate reporting for all client contact and training on Microsoft Dynamics CRM

About You

  • BA/BSc degree in Computer Science, Travel & Tourism or equivalent
  • 2-5 years experience in a Customer Support/SAAS Software Support role solving issues on the phone and Live Chat, or on an Online Training role for a software company
  • Native level of English is mandatory: verbal and written.
  • Ability to cope with changing priorities, based on business demand
  • Ability to multitasking and dealing with a high volume of records
  • Excellent problem solving & analytical skills – Proven experience in troubleshooting technical issues
  • Ability to convey complex technical information in a simplified and easy to understand manner to a general audience
  • Polite, professional, calm under pressure, and self-motivated to achieve KPI and Objectives
  • Aptitude for learning new technologies quickly
  • Must be currently based in the UK and eligible to work in the UK

What The Company Offers

  • Permanent contract, full time
  • Private healthcare, pension, 25 days holiday
  • Hybrid role from the UK, ad-hoc meetings in London
  • Flexible working policy
  • Regular training & meetings to support your development
  • Combine success and fun within a great company together with smart and driven people
  • eviivo prides itself in an open highly diverse culture, where what matters is not who you are, but what you can do or learn, to help the company move forward!

To apply for this position please email our HR team with a copy of your CV and the job title in the subject line.

To apply for this job email your details to HR@eviivo.com.