Senior L2 Customer Care Expert (German/English)

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

Avantages offerts par ce poste

Travel budget

Weekly remote flexibility

Gymlib well-being benefits

Team events & seminars

Résumé du poste

Evaneos is hiring an L2 Customer Care Expert DE to handle escalated disputes in German, with English support for US and Dutch clients. You will own complex cases, apply consumer law, and balance refunds or rebookings within budget while delivering a premium, empathetic travel experience.

You will collaborate with L1, the BPO/QA team, and internal stakeholders to protect traveler relationships and Evaneos interests, while contributing to continuous improvement and satisfaction metrics.

Qualifications

• Fluent in German (and English); proficient in French is a plus.
• Proven experience in customer-facing roles with complex dispute resolution.
• Ability to investigate cases, weigh interests, and reach fair outcomes.
• Experience with CRM and ticketing tools (e.g., Zendesk, Salesforce).
• Strong written and verbal communication skills in multiple languages.

Responsabilités

• Lead advanced dispute resolution with thorough investigation and context gathering.
• Provide premium human interactions with empathy, tailored solutions, and proactive outreach.
• Act as crisis support and back-up during peak times to ensure service continuity.
• Provide structured feedback for continuous improvement and participate in QA/training.

Connaissances

German fluency

English fluency

Dispute resolution

Customer empathy

Outils

Zendesk

Salesforce

Intercom

Description du poste

Evaneos is hiring an L2 Customer Care Expert DE to handle escalated disputes in German, with English support for US and Dutch clients. You will own complex cases, apply consumer law, and balance refunds or rebookings within budget while delivering a premium, empathetic travel experience.

You will collaborate with L1, the BPO/QA team, and internal stakeholders to protect traveler relationships and Evaneos interests, while contributing to continuous improvement and satisfaction metrics.