You like to be in the heart of operations, find solutions to help our travelers and agents and increase customer satisfaction ? You are convinced that listening to customers, analyzing their need, being empathic while continuously improving customer experience is a key for any business ?

Then join our Satisfaction Team and become Customer Service Agent for our French-speaking market! 

Missions

Support our customers : 

- Respond to travelers’ (B2C) and agents’ (B2B) inquiries by e-mail, phone or chat

- Resolve complex requests that require a customized response, decide on the highest impact solution & communicate the decision to all parties involved 

- Become a legal expert in order to resolve disputes and other complicated cases

- Become an E-reputation and social media expert, by analyzing feedback, finding solutions to tackle recurring issues and responding to reviews on social media and review platforms (trustpilot, google,…) 

- Analyze travelers’ needs and dissatisfaction reasons & recommend any relevant optimizations to other departments (e.i product) to improve constantly customer experience

- Assist and train our Customer Care Team in Madagascar

Satisfaction Projects

- Work on projects to help increase our customer satisfaction and internal efficiency

PROFILE

You :

- are fluent FRENCH speaker (C1 level = you feel confident talking in French on phone & by email) and feel comfortable when communicating in English

- are perfectly comfortable both speaking over the phone and writing emails

- are an empathic person & stress resistant

- are a problem-solver, capable of taking initiative and working autonomously

- are customer satisfaction and tools-driven

- you like to be part of a team to move forward together

Life @ La Voyagerie (a.k.a. Evaneos) :

• The HQ : Evaneos is located in the 9th district : dynamic and easy to access (close to : gare Saint Lazare, Subway line 8, 9, 7, 3), next to Les Galeries Lafayette, Printemps, Opera, many restaurants etc.

• Unlimited coffee and tea (Kusmi Tea) and fruits

• Flexible hours and office where you can work in the condition you favour the most and where you want the most (from home or elsewhere)

• Activities during the week : sport to a low-price, meditation, team-building

• Events : afterworks, social gathering, work trips, Offsite etc.

• Evaneos Days : 2 days per month all together (full remoters included) @La Voyagerie, to work together, to share experiences, practices… and enjoy moments together!

This job isn’t open to full remote !

Evaneossian’s Benefits :

• The equivalent of 50% of your Navigo expenses is refunded or you can choose to use the money allocated to buy transport equipment (such as : bike accessories) or fairer transport subscription (Evaneos is engaged and applied the sustainable mobility package)

• Lunch vouchers ”tickets restaurant” : 10€ (Evaneos pays 6€ out of your 9€)

• Health insurance (Alan) that provides you with great care

Recruitment process

1. HR Call avec Lola (30min)

2. Entretien avec Annekatrin & Carolin (30min)

3. Case study avec Hugo & Caroline (60min)