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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.
