L2 Spanish-Speaking Customer Care Expert

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

Avantages offerts par ce poste

La Voyagerie HQ

Weekly remote flexibility

Traveling teleworking

Travel budget

Well-being activities (Gymlib)

Community & team events

Résumé du poste

Evaneos is seeking a Customer Care Expert (Spanish-speaking) to serve as the expert human layer for complex customer cases in the Spanish market. As an L2 specialist, you will investigate, negotiate, and resolve escalated disputes with empathy and authority, while aligning with Evaneos policies and consumer protection laws.

You will collaborate with L1 agents, the BPO & Quality Ops team, and internal stakeholders across Product, Legal, and Operations to ensure fair resolutions and protection of

Qualifications

• Experience in a customer-facing role involving complex dispute resolution.
• Fluent in Spanish, French and English.
• Ability to investigate complex cases and reach fair outcomes.
• Proficient with CRM/ticketing tools (Zendesk, Salesforce, Intercom).
• Ability to manage a commercial gesture budget.

Responsabilités

• Take ownership of escalated disputes after L1.
• Apply consumer law and travel regulations to resolutions.
• Provide high-empathy, tailored customer experiences.
• Coordinate with stakeholders to ensure timely resolution.

Connaissances

Complex dispute resolution

Spanish language

French language

English language

CRM software

Outils

Zendesk

Salesforce

Intercom

Description du poste

Evaneos is seeking a Customer Care Expert (Spanish-speaking) to serve as the expert human layer for complex customer cases in the Spanish market. As an L2 specialist, you will investigate, negotiate, and resolve escalated disputes with empathy and authority, while aligning with Evaneos policies and consumer protection laws.

You will collaborate with L1 agents, the BPO & Quality Ops team, and internal stakeholders across Product, Legal, and Operations to ensure fair resolutions and protection of