Customer Care Associate

Summary

Join EcoVadis, a leading provider of business sustainability ratings, as a Customer Support Specialist! Based remotely in Malaysia, you will provide first-level support to customers via phone, email, and chat, resolving their queries and offering consultative assistance. You will need a Bachelor's or Diploma in a related field and at least one year of customer service experience, fluency in Mandarin and English, and excellent communication skills. This full-time role offers flexible working hours, wellness allowances, professional development opportunities, and a remote work model. EcoVadis values diversity and inclusion and encourages applications from all backgrounds. Apply today and contribute to a sustainable future!

Requirements

• Bachelor or Diploma in Communications, International Business Management or any related field with at least 1 year of experience preferably with international exposure in a customer service/ support role
• Fluent in Mandarin, and English is a must
• Ability to speak with a customer as a first-level support
• Customer and quality-oriented attitude
• Being open-minded and flexible
• Excellent written and verbal communication skills
• Good time management with strong organizational skills

Responsibilities

• Provide support for customers via phone, email, chat to ease their experience on the platform, answer questions, and provide consultative assistance
• Take appropriate steps to listen, understand, and engage with the customer to find solutions and communicate options
• Develop a comprehensive understanding of the EcoVadis platform, processes, and practices to ensure quality assistance with incoming customer queries; continuous learning is necessary as we expand service offerings and make improvements
• Understand and communicate industry best practices and the evolution of EcoVadis product, platform functionality, methodology, and administrative services integral to the customer's success
• Capture internal and customer-sourced insights, then proactively report and contribute as necessary with the Team Leader, Management, and other EcoVadis BUs to bridge gaps that may exist between customer expectations and participation
• Additional responsibilities related to the function may be required

Preferred Qualifications

• Proficiency in Mandarin or additional languages would be a plus
• Interest in Sustainability would be a plus

Benefits

• Support with all the necessary office and IT equipment
• Flexible working hours
• Wellness allowance for mental and physical wellbeing
• Access to professional mental health support
• Referral bonus policy
• Learning and development
• Sustainability events and community involvement
• Peer recognition program
• Employee-led resource groups
• Medical Aid coverage in accordance with company policy
• Remote work model
• Remote work from abroad policy
• Paid employee volunteer day