We’re looking for individuals who are quality-driven, results-focused, determined to succeed, experienced in luxury travel and who are committed to ensuring our travellers have an amazing experience. You will love the thought of exceeding traveller’s expectations.

Things you will need to bring to begin your adventure with us:

Support our travellers in complex or critical requests (disputes):

• Respond to travellers inquiries by telephone or e-mail to provide problem resolution.
• Resolve complex or unusual requests and problems escalated from the Level 1 Traveller care team that may require a customized response and communicates solution or requested information to the traveller.
• Resolve cases following a crisis or a dispute with the local agent.
• Analyze traveller’s needs and refer to other departments (technical, legal, financial, etc.) for follow up or additional information as needed.

Monitor travellers satisfaction:

• Analyze & communicate on traveller’s satisfaction & recommend any relevant optimizations to other dep (e.i product) to improve traveller’s journey.
• Respond survey feedbacks and find solutions to tackle recurring issues.
• Review and publish post-trip testimonials.
• Address travellers negative feedback from post-call survey.
• Monitor Evaneos E-reputation by responding to travellers feedback from social media and online reviews.

Support & monitor our Level 1 Traveller Care team:

• Perform reviews of Level 1 inbound contacts from all channels to ensure adherence to quality assurance standards
• Conduct QA site calibration and identify process improvements relating to contacts and behaviors.
• Compose summaries from call listening and transcript reviews to present the most relevant business pain points while recommending solutions.

Support our partner local agents:

• Support local agents through Inbound and outbound calls, email and chat messages.
• Address product, process, payment/refund, insurance/flight, or any other technical / ops queries from the local agents.

Outbound calls campaign:

• Support our local agents in the sales process by conducting outbound calls campaign (help closing, high basket, stand by, etc.).
• Investigate to make sure the local agents is following Evaneos policy and guidelines (by pass).

Additional Information

• Salary based on profile
• Opportunities to interact with the Evaneos Team during your non-working hours
• Location: Paris 09

Profile
You

• speak fluently Dutch
• speak another language - German is a huge plus
• are a problem-solver, capable of taking initiative and working autonomously
• love travelling
• are an empathic person
• are perfectly comfortable both speaking over the phone and writing emails

Extra Information :

• Category: Business > Customer Care / Support
• Office : Paris, France
• Department : Customer Care