At a Glance
- Tasks: Onboard customers to our tech products, ensuring a smooth activation experience.
- Company: Join Otter, the leading restaurant tech platform transforming food delivery.
- Benefits: Competitive salary, dynamic work environment, and opportunities for growth.
- Other info: Work onsite in London with travel opportunities to France.
- Why this job: Be part of a team that empowers restaurants to thrive in the digital age.
- Qualifications: 1-3 years of experience, fluent in French and English, customer-focused mindset.
The predicted salary is between 36000 - 60000 £ per year.
Otter is the leading restaurant technology platform helping multi-unit brands streamline operations, unify ordering channels, optimize performance, and grow revenue. Our enterprise suite — including Intelligence & Reporting, Guest Engagement & Growth, and Ordering & Operations — powers some of the world’s most recognized restaurant chains.
About The Role
The Onboarding and Implementation Specialist will be responsible for the onboarding and implementation of customers to Otter technology products. This includes account activation, customer education, and training.
What You Will Do
- Deliver a seamless account activation experience, including software and hardware setup, account creation, app credential delivery, account linking, and configuration.
- Absorb customer handoffs from Sales and Success teams, ensuring customers are onboarded with the full suite of products.
- Facilitate product shipment per agreed SLAs, coordinating with the team to ensure receipt.
- Follow up with customers throughout their lifecycle to ensure they benefit from their subscriptions quickly.
- Proactively improve processes, exceeding expectations to make onboarding thorough and efficient.
- Train customers on tooling and system use, acting as the key interface via phone and email.
- Partner with Sales and Success teams to ensure implementation success.
- Provide industry-leading customer experiences, ensuring smooth onboarding and achieving CSAT targets.
- Communicate effectively via face-to-face, phone, and video calls with customers.
What We Are Looking For
- 1-3 years of relevant work experience
- Native French and English speaker
- Soft skills: Resilience, Communication, Agile learner, Demonstrates ownership, Attention to detail, Operational excellence and Customer obsession
- A customer-centric mindset, prioritizing success and satisfaction.
- Ability to adapt quickly to changing environments.
- Strong operational and organizational skills.
Preferred Qualifications:
- Experience in the restaurant/food industry, implementing software services, and exposure to start-up environments
This role is based in our Waterloo, London office. As a company driven by innovation and continuous change, close collaboration is essential. We’re constantly reimagining our industry, creating new products, and refining our processes, and we do our best work together. That’s why all of our office-based teams work onsite, five days a week.
Expect travel to France to meet with clients.
Customer Onboarding Coordinator, Otter -London employer: Otter
At Otter, we pride ourselves on being an exceptional employer, offering a vibrant work culture that fosters collaboration and innovation in our Waterloo, London office. As a Customer Onboarding Coordinator, you'll benefit from comprehensive training, opportunities for professional growth, and the chance to work with leading restaurant brands while enjoying a supportive environment that values your contributions and prioritises customer success.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Onboarding Coordinator, Otter -London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Otter. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Otter before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Onboarding Coordinator, Otter -London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Otter:Your cover letter is your chance to shine! Tell us why you want to work at Otter specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Otter!
How to prepare for a job interview at Otter
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
