Eviivo is an award-winning, cloud-based booking and property management platform. We help hotels and 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 independent B&Bs, guesthouses, vacation rentals and hotels using eviivo suite day-in day-out to run their business.
We operate in the UK, Ireland, France, Spain, Portugal, Italy, Germany and North America.
The Role
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 on-boarding process needs to be done quickly and to the highest possible standard; ensuring new customers' first experience of eviivo is a positive one. Each Agent has an impact both on how their customers trade online and on how skilled they are at using our SaaS platform.
Responsibilities
* Take ownership of each customer from initial training to online 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, 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
* Eligible to work in Germany
* University degree is required
* 2-3 years' experience in a customer onboarding role, product support or technical helpdesk role
* Native level of German: verbal and written. Fluent spoken and written English for internal use only
* Excellent problem solving & analytical skills – Proven experience in troubleshooting technical issues
* Outstanding oral and written communication skills
* Polite, professional, calm under pressure, and self-motivated to achieve KPI and Objectives
* Ability to convey complex technical information in a simplified and easy to understand manner to a general audience
* Aptitude for learning new technologies quickly
What The Company Offers
* Permanent full-time role
* 25 days holiday (plus national and local bank holidays)
* Employee Assistance Programme
* Hybrid role with 1 day a week in the office. Our office is located on Friedrichstr. 2, 40217 Düsseldorf.
* Challenging and diversified tasks with the opportunity to influence the strategy of the company as it grows on the DACH market
* A team focused on a passion to win with a complete focus on our customers being top priority
* Combine hard work and fun within a great company culture together with smart, driven and social people