Customer Care Expert (Spanish-speaking)

Join Evaneos, a company dedicated to creating meaningful travel experiences. As an L2 Customer Care Expert, you will handle complex customer cases, provide personalized support, and contribute to continuous improvement. Enjoy a vibrant work environment, remote flexibility, travel perks, and a competitive salary.

Participer à la rotation d'appel d'urgence pour gérer les perturbations urgentes en dehors des heures normales, et agir en tant que soutien stratégique pour le L1 pendant les pics de volume extrêmes.

Responsibilities

• Assumer la responsabilité totale des litiges sensibles escaladés par le L1, en enquêtant en profondeur, en rassemblant le contexte de toutes les parties et en prenant des décisions éclairées.
• Fournir une expérience personnalisée et empathique à chaque interaction, en établissant un rapport authentique et en fournissant des solutions adaptées.

Requirements

• You may be a great fit for this position if:
• You have solid experience in a customer-facing role involving complex dispute resolution, ideally in the travel, hospitality, or premium service industry
• You are fluent both written and spoken Spanish, French and English.
• You have a proven ability to investigate complex cases, weigh competing interests, and reach fair outcomes while managing a commercial gesture budget
• You are comfortable applying consumer protection laws and regulations to real-world customer disputes
• You are proficient with CRM and ticketing tools (Zendesk, Salesforce, Intercom or similar) and can manage multiple communication channels efficiently
• You combine strong written communication skills with the ability to handle difficult conversations with calm authority

Evaneos may be a great fit for you if

• You thrive in fast-paced, high-stakes environments where every case is different
• You find deep satisfaction in turning a frustrated traveler into a loyal advocate
• You are looking for a role where your judgment and expertise are trusted, not just your ability to follow a script
• You want to contribute to something bigger: a more responsible way of traveling that benefits both travelers and local communities

Pay

EUR 37,000 - 43,000