Evaneos | Customer Service & E-reputation Advisor

Evaneos is hiring!

About

Better Trips for travelers. Better Trips for the World 🌍

Since Evaneos was founded in 2009, we’ve been building a greener, fairer future for travel. By connecting travelers with the world’s best local experts, we provide trips that are better for them and better for the places they visit. For us, it’s all about quality and impact. That means fighting mass tourism and impersonal experiences at the expense of local communities and the environment. Instead, we offer tailor-made trips, lovingly crafted by those passionate about sharing and protecting the destinations they call home.

Thanks to our network of more than 600 local agencies in more than 160 destinations, we’ve helped more than 600,000 travelers plan extraordinary trips worldwide. The adventure doesn’t stop here. We invest a percentage of every trip we sell in our Better Trips Fund and have committed to spend at least 3 million € by 2025 on projects that reduce the negative impacts of travel and drive positive change within our industry. Think: creating new opportunities for woman-owned businesses, guiding small businesses through sustainability training and certification, and much more.

Our values are just as important within Evaneos. Our strength is in our diversity made of a multitude of languages, backgrounds, and experiences. We believe in building the best teams by creating an environment where everyone can be authentic, trust each other, and thrive.

We hope you’ll join us on our mission!

You can also follow our Glassdoor page and see the comments of our current employees and candidates.

Job Description

L’équipe Quality Excellence chez Evaneos 👥

Au sein du département Brand & Customer, notre mission dans l'équipe Quality Excellence est de transformer l’expérience client vers l’excellence en garantissant la satisfaction de nos voyageurs et voyageuses pour une meilleure rétention.

Pour ce faire, l'équipe réunit deux chef·fes de projet qualité & satisfaction et nous recherchons un ou une Customer Service & E-reputation Advisor pour nous rejoindre sur le long terme.

Your role as Customer Service & E-reputation Advisor 📝

As a Customer Service & E-reputation Advisor, you will be key in managing our online reputation, ensuring a positive brand image across various online platforms. You'll also be the internal point of contact and ambassador of customer focus while optimizing customer service processes. Your main missions will be:

🤝 Customer service advisor

  • Lead 360° action plans to reduce the main reasons for customer service contacts from travelers

  • In collaboration with our Customer Care Manager, who will share her team’s needs and strategic vision, support the team in their daily activities by proposing new processes and training sessions to improve efficiency, excellence, and customer-centricity culture with a particular focus on the use of AI

  • Improve the quality of service (tone of voice guidelines for phone & email contacts)

  • Monitor KPIs

💻 E-reputation management

  • Ensure timely (within 24 hours), empathetic, and thorough responses to comments on online platforms such as Trustpilot and Google My Business, addressing both positive feedback and negative reviews

  • Coordinate the implementation of corrective actions at the micro level, on a case-by-case basis for dissatisfied customers and at the macro level, by addressing recurring themes of negative comments

  • Analyze trends and provide regular reports on e-reputation

  • Propose and implement strategies to improve the brand's online perception

Work environment 🙌

  • Recently remodeled office close to Saint-Lazare, with beautiful spaces enabling interaction with all colleagues.

  • Travel budget to discover Evaneos services

  • Weekly teleworking & traveling TT to work several times a year in other countries/regions.

  • Flexible working hours in agreement with your team

  • Various leisure groups: music, board games, yoga, etc.

  • Access to gyms and classes partially covered by Evaneos thanks to our partnership with Gymlib

  • Internal events to get to know each other, discover and exchange ideas: cultural lunches, after-work, seminars, etc.

Preferred Experience

📢 Note : Peut-être ne remplissez-vous pas tous ces critères… alors a minima vous vous retrouvez dans nos valeurs : esprit d’aventure, connexions authentiques, volonté d’impact, et le reste, on en reparle !

Vous avez :

  • Une première expérience dans le domaine de l'e-reputation et du service client

  • D’excellentes compétences rédactionnelles et relationnelles

  • Comme cette job offer, vous avez un très bon niveau in both French & English pour connecter au quotidien avec nos 15 nationalities :)

  • Une autre langue (espagnol, allemand ou italien) est un plus

  • La maîtrise d’un outil de ticketing (Freshdesk notamment) est également un plus

Vous êtes :

  • Passionné.e par l'expérience client

  • Fort·e d’une approche curieuse et doté·e d’une envie d’apprendre

  • Véritable team player, vous savez également travailler en autonomie

Recruitment Process

In French or English:

  • A first HR call with Marion to break the ice, tell her about you, and dive into Evaneos' world

  • Interview with Gaëlle, your future Team Leader to deep dive into your work competencies and the job itself

  • Practical case study report with the team

  • A team fit discussion to see if we can all project ourselves together

Additional Information

  • Contract Type: Full-Time
  • Start Date: 02 September 2024
  • Location: Paris
  • Experience: > 1 year
  • Possible partial remote
  • Salary: between 34000€ and 40000€ / year