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

Your profile  🗣️

You are:

• fluent German speaker (C1 level = you feel confident talking in German on phone & by email) and feel comfortable when communicating in English

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

• an empathic person & stress resistant

• customer satisfaction and tools-driven

• team-oriented

As a plus, you:

• already had a first experience in customer service

• speak Dutch

Our Commitment to Diversity and Inclusion 🛠️

We want to fully embrace diversity and we’re doing our best to create a safe and inclusive environment. We are committed to providing equal employment opportunities regardless of gender, sexual orientation, origin, disabilities, or any other traits that make you who you are.

• A first HR call with Marion to break the ice, tell her more about you, and dive into Evaneos’ world

• Practical case study report with the team

• A culture fit discussion with the rest of the team to see if we can all project ourselves together