Customer Care Advisor - German

Evaneos is hiring!

About

Young Internet start-up (180 people), award winning, international (France, Spain, Italy, Germany, Switzerland, UK, USA, Canada, Netherlands, Sweden and Denmark) and backed by renowned investors and funds (Partech, Level Equity, Quadrille Capital, XAnge, Serena Capital, BPI), is looking for talented collaborators to accompany its international development.

In 2016, the company obtained the 2nd highest funding in the online travel industry in Europe. Thanks to its rapid growth, Evaneos doubles in size each year. And in 2017, we've been really proud to get the "Start up of the year" award from Ernst & Young.

Founded by travel enthusiasts in 2009, Evaneos is the first website to directly connect travellers with local travel agencies around the world. Why? So that travellers can plan their holidays according to their personal needs and desires together with a local expert, without any intermediaries. 9 years later, Evaneos works with 1300 local agencies in more than 160 destinations and has already helped more than 300.000 travellers realise the trip of their dreams.

Uber connects customers with professional drivers. Airbnb connects travellers with property owners. Evaneos connects travellers with local travel agencies!

Job Description

We're looking for individuals who are quality-driven, results-focused, determined to succeed, experienced in luxury travel and who are committed to ensuring our travellers have an amazing experience. You will love the thought of exceeding traveller’s expectations.

Things you will need to bring to begin your adventure with us:

Support our travellers in complex or critical requests (disputes):

  • Respond to travellers inquiries by telephone or e-mail to provide problem resolution.
  • Resolve complex or unusual requests and problems escalated from the Level 1 Traveller care team that may require a customized response and communicates solution or requested information to the traveller.
  • Resolve cases following a crisis or a dispute with the local agent.
  • Analyze traveller’s needs and refer to other departments (technical, legal, financial, etc.) for follow up or additional information as needed.

Monitor travellers satisfaction:

  • Analyze & communicate on traveller’s satisfaction & recommend any relevant optimizations to other dep (e.i product) to improve traveller’s journey.
  • Respond survey feedbacks and find solutions to tackle recurring issues.
  • Review and publish post-trip testimonials.
  • Address travellers negative feedback from post-call survey.
  • Monitor Evaneos E-reputation by responding to travellers feedback from social media and online reviews.

Support & monitor our Level 1 Traveller Care team:

  • Perform reviews of Level 1 inbound contacts from all channels to ensure adherence to quality assurance standards
  • Conduct QA site calibration and identify process improvements relating to contacts and behaviors.
  • Compose summaries from call listening and transcript reviews to present the most relevant business pain points while recommending solutions.

Support our partner local agents:

  • Support local agents through Inbound and outbound calls, email and chat messages.
  • Address product, process, payment/refund, insurance/flight, or any other technical / ops queries from the local agents.

Outbound calls campaign:

  • Support our local agents in the sales process by conducting outbound calls campaign (help closing, high basket, stand by, etc.).
  • Investigate to make sure the local agents is following Evaneos policy and guidelines (by pass).

Additional Information

  • Salary based on profile
  • Opportunities to interact with the Evaneos Team during your non-working hours
  • Location: Paris 09

Preferred Experience

*Profile *
You

  • speak fluently German
  • speak another language - Dutch is a huge plus
  • are a problem-solver, capable of taking initiative and working autonomously
  • love travelling
  • are an empathic person
  • are perfectly comfortable both speaking over the phone and writing emails

Extra Information :

  • Category: Business > Customer Care / Support
  • Office : Paris, France
  • Department : Customer Care

Additional Information

  • Contract Type: Temporary (Between 6 and 12 months)
  • Location: Paris, France (75009)