Evaneos | Customer Service & E-reputation Advisor H/F - Paris

💡 Responsible products or services
Long-term contract
Localisation Paris, France
Tourism
Partial remote possible
Posted on 07-24-2024

Evaneos

Un avenir plus vert et plus équitable pour les voyages : des expériences extraordinaires créées avec des agences expertes basées dans le monde entier 🌍 🌿

💡 Responsible products or services

The company's mission is to design eco-responsible products and services aligned with the needs of the ecological transformation.

More information
  • Website
  • Company
  • Between 50 and 250 employees
  • Tourism
Impact study

Has had a measurement of its social or environmental impact carried out by a firm external to the structure.

Labels and certifications
This structure did not communicate to us the labels or certifications that it was able to obtain.
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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.


Profile

📢 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