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The Satisfaction team at Evaneos 👥
Within the Customer & Brand Community department, our mission in the Sat' team is to help our travelers and agents with their inquiries, while increasing global customer satisfaction.
To do this, the team brings together French, Italian, Spanish, English, and German-speaking Level 2 Advisors, and we're looking for a solution-driven German-speaking student to strengthen it.
Your role as Satisfaction & Customer-Care Advisor 📝
Mentored by Juliet, our DE & NL Satisfaction Advisor, you will contribute to our customer satisfaction and continuous improvement of our Customer Service, in particular via:
🙌 Level 2 support for our customers
Respond to German & Dutch-speaking travelers' (B2C) and local agents’ (B2B) Level 2 inquiries by e-mail or phone
Resolve complex requests like disputes and other complicated cases that require a customized response, decide on the highest impact solution & communicate the decision to all parties involved
Monitor Evaneos E-reputation by responding to travelers’ feedback from social media, online reviews, and post-trip surveys
🤝 Assist and train Level 1 team based in Madagascar
Monitor our German-speaking Level 1 Customer Care Team
Participate in identifying training needs & creating training materials and conducting trainings
🫶 Satisfaction Projects
Work on projects to help increase our customer satisfaction and internal efficiency
Identify and implement solutions to address recurring issues impacting our satisfaction level
Analyze travelers' needs and dissatisfaction reasons & recommend any relevant optimizations to other departments (e.g., product team) to improve customer journey
