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Customer Support Advisor

– French Market

We’re looking for a Customer Support Advisor who’ll be dedicated to the French Market. You must be fluent in French and English for the role.

In recent times, companies such as Uber, Airbnb, Zoopla, and Just Eat have disrupted the lifestyle industry to become multi $billion businesses. eviivo is on a mission to shake up the independent accommodation sector by offering a cloud-based platform to “anyone with rooms to sell, and a story to tell”.

Its flagship product, eviivo suite, aims to provide hoteliers and hosts with a convenient all-in-one solution that makes it really easy for them to manage online bookings, guests and travel agencies. Today, eviivo’s customer base consists of 20,000 small independent B&Bs, Guesthouses, Vacation Rental Owners and Hotels using eviivo suite day-in day-out to run their business.

Born out of a joint project with the UK Government over ten years ago, where eviivo ran the UK’s National Tourism Database, the company has reinvented itself since its acquisition by Private Equity Group Investcorp, mid 2011. Having radically changed its business model, eviivo is now a vibrant young company, with offices in the UK, France, Germany, Tunisia, Austin TX and recently in Malaga, Spain.

The company has regularly made the Times top 100 Tech Track index and its flagship product eviivo suite has won many prestigious awards since 2016, including the sought after Travolution award for best technology and Expedia’s global innovation award. It is also enjoys strategic preferred partnerships with the Airbnb, Booking.com and Expedia groups.

Role

You will be decidated to the French market. This is an important position focused on customer success. The team is made up of experienced heads and new talent and together everyone has exposure to work across the full range of customer contact methods, including phone, chat and portal. This is a fast-paced environment and the ability to multi task and to work well under pressure is essential.

Responsibilities

• Provide multi-channel support and advice in French to resolve customer queries by phone, chat and web portal methods equally comfortably. Resolve 85% of customer issues at 1st point of contact
• Assist eviivo customers in understanding how best to use eviivo technology, and resolve any technical problems they may be experiencing with the eviivo software
• In addition to technical and usage issues, learn how to handle general business enquiries, usually related to guest reservations, and interact with major travel agencies like Booking.com, Expedia, Laterooms etc
• Set up screen share sessions in order to troubleshoot more complex issues including issues related to Windows, anti-virus and/or firewall settings for example
• Escalate genuine technical issues to 2nd line support or the R&D Team using the CRM system
• Meet and exceed customer service KPIs consistently
• Identify issue trends and report these to the management team

About you

• Excellent spoken and written French is mandatory – Native level. You also need to be fluent in English for internal purposes.
• Bachelor in Computer Science, Linguistics, Tourism
• Experience of product support, technical helpdesk, customer service
• Tech lover – you’ll spend your time solving technical issues on the computer
• Excellent customer service skills and a passion for ‘right 1st time’ approach to service
• Ability to analyse errors
• Polite, professional, calm under pressure and self-motivated to meet targets
• Must be able to work a variety of shift patterns across 7 days

The Company Offers

• Permanent and full-time contract
• Role based in Tunis, Lac 2.
• Combine hard work and fun within a great company culture together with smart, driven and social people

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