Customer Rating Experience Associate L2
Customer Rating Experience Associate L2
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Job Description
You will support the Evaluation Services (EVS) team in explaining assessment results to companies that have been rated by EcoVadis on their sustainability performance by presenting our methodology giving contextual information around their performance and maintaining constructive discussions with customers. The ultimate goal of your role is to make sure that our rated customers are provided with highly professional support to maximize customer satisfaction and maintain continuous engagement.
Support the team with day to day requests from rated companies all over the world:
- Act as a primary escalation point for our rated companies.
- Ensure deadlines are respected and high quality support is provided.
- Write responses and prepare slide decks in response to rated companies feedback/questions.
- Lead discussion and calls with rated companies and support them during debriefs
- Bring the methodological and the EVS expertise to the Inquiry Center
- Assist customers in more effectively utilizing the EcoVadis scorecard to better identify improvement opportunities and drive corrective action plans.
Collaborate with other departments to maximize transparency and customer satisfaction:
- Actively contribute to maintaining a high satisfaction level towards EcoVadis services. Collaborate with team members to ensure dissatisfied customers frustrations are quickly and effectively addressed
- Establish and maintain strong engagement with both proactive & reactive outreach to accounts
- Develop trusted expertise relationships with key account stakeholders both internal and external.
- Provide feedback to Product Development team SEN and Marketing teams in order to improve our offering and increase customer satisfaction
Drive solution improvement through feedback collection and analysis:
- Proactively solicit feedback with assigned accounts and existing markets.
- Analyze data to identify improvement opportunities.
The job demands analytical organizational skills and advanced soft skills to handle increasingly advanced requests for engagement and transparency from our rated companies:
- The job is expected to have autonomy
- The job is expected to establish best practices improve existing or develop new procedures
- The job is expected to identify issues and propose solutions to both internal and external stakeholders.
Qualifications :
- Fluency in English and one additional language (Japanese French German Italian Spanish or Portuguese) is highly preferred.
- Minimum 1 year of experience in a customer facing role.
- Phenomenal communication skills excellent and clear in written and spoken communication. Excels at problem solving and conflict resolution.
- Excellent sense of customer service and ability to handle customer complaints while supporting internal processes integrity and fairness.
- Strong problem solving skills; ability to offer resolutions to conflictual situations.
- Uncompromising on work ethics.
- Must have excellent organizational skills and proven ability to work within prescribed timelines.
- Empathy benevolence and a spirit of analysis and synthesis.
- Selfmotivated; works independently with little or no supervision.
- Proven ability to manage multiple tasks in a dynamic environment.
- Team Player / ability to collaborate with others & work in a teamoriented environment
Additional Information :
Location: Ebene Mauritius
Starting date: ASAP
Position: Permanent contract (After successful 6 months probation)
Everyone at EcoVadis contributes to a culture of trust respect and empowerment. Our growing team in Mauritius is full of talented professionals from various fields who all share a desire to make an impact. We offer competitive salaries and support personal growth from day one with extensive onboarding mentoring and a brand new elearning platform bursting with courses and modules so you can learn new skills and finetune old ones.
What we offer:
- Support with all the necessary office and IT equipment
- Wellness allowance
- Work from Home Allowance
- Travel Grant allowance
- Annual performance bonus
- Remote work from abroad policy
- Flexible working hours
- Home office allowance program that supports hybrid/remote working (4 days in office per month for colleague near our offices)
- Pension contributions and optional private health coverage
- Internet and electricity bill allowance
- CSR activities
- Community service day when volunteeringOur hiring team looks forward to reviewing your CV with a guaranteed response to every application. A new job with purpose awaits you. You can be part of an awesome team and make sustainability real!
Dont fit all the criteria but still think youd be a good candidate Please apply anyway to give our hiring team the opportunity to assess your skills and to learn more about what you could bring to EcoVadis. Were interested in hiring capable people regardless of professional and educational background.
Can the hiring process be adjusted to suit my needs Yes. We want everyone going through the hiring process with EcoVadis to feel confident that you are able to demonstrate your full potential. We welcome applications from disabled people people with longterm health conditions and neurodiverse candidates. If you need any adjustments please let the hiring team know.
Our teams strength comes from everyones uniqueness and is founded upon mutual respect. EcoVadis commits to equity inclusion and reducing bias in our hiring processes. EcoVadis does not accept any form of discrimination based on color national or ethnic origin ancestry citizenship religion beliefs age sex gender identity sexual orientation neurodiversity disability parental status or any other protected characteristic that makes you unique. In your application we encourage you to remove personal information such as: photographs marital status number of children religion gender residential postal code university graduation date past medical or parental leave(s) taken nationality (instead please state if you are legally eligible to work in the job region/country) university name (instead please state any degrees obtained and the study major).
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
