L2 Customer Care Expert – Premium, Multilingual & Remote

Evaneos SA; Paris; Hybride; EUR 37 000 - 43 000; Plein temps

Avantages offerts par ce poste

HQ in Paris 9th arrondissement

Weekly remote flexibility

Travel opportunities

Gym membership via Gymlib

Team events

Résumé du poste

Evaneos is seeking an L2 Customer Care Expert ES to handle the most complex traveler cases with empathy, fairness, and authority from our Paris HQ. You will own escalated disputes, apply consumer travel regulations, and decide on gestures within budget to protect both the traveler relationship and Evaneos interests.

You will primarily support the Spanish market with opportunities to assist other regions, collaborating with L1 agents, BPO and internal teams, and contributing to continuous

Qualifications

• Experience in complex dispute resolution in travel, hospitality, or premium service.
• Fluent written and spoken Spanish, plus French and English.
• Proficient with CRM/ticketing tools (Zendesk, Salesforce, Intercom or similar).
• Ability to investigate complex cases and balance customer needs with profitability.

Responsabilités

• Own escalated disputes from L1 with thorough investigation and fair resolutions.
• Deliver high-empathy, personalized interactions and proactive outreach.
• Support crisis protocols and act as backup during peak periods.
• Provide feedback for process improvements and QA.

Connaissances

Spanish

French

English

CRM tools

Dispute resolution

Outils

Zendesk

Salesforce

Intercom

Description du poste

Evaneos is seeking an L2 Customer Care Expert ES to handle the most complex traveler cases with empathy, fairness, and authority from our Paris HQ. You will own escalated disputes, apply consumer travel regulations, and decide on gestures within budget to protect both the traveler relationship and Evaneos interests.

You will primarily support the Spanish market with opportunities to assist other regions, collaborating with L1 agents, BPO and internal teams, and contributing to continuous