Customer Experience Associate

Summary

Join EcoVadis's Evaluation Services Inquiry Center team as a Customer Support Specialist! You will support rated companies globally with assessment-related questions, ensuring high-quality support and maximizing customer satisfaction. Responsibilities include acting as a point of contact, addressing feedback, leading discussions, and collaborating with other departments. You will leverage your analytical and communication skills to assist customers in utilizing the EcoVadis scorecard and identifying improvement opportunities. The role requires strong problem-solving abilities, excellent organizational skills, and a commitment to continuous improvement. This position offers flexible working hours, a hybrid work organization, and various other benefits.

Requirements

• Minimum 2 years of experience in a customer facing role or with a customer-related project
• 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
• Self-motivated; 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 team-oriented environment

Responsibilities

• Support the team with day to day requests from rated companies all over the world
• Act as a point of contact for our rated companies for their assessment-related questions
• Ensure deadlines are respected, and high quality support is provided
• Write responses in response to rated companies feedback/questions
• Lead discussion and calls with rated companies and support them during live sessions
• 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
• 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 rated customers
• 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
• Proactively solicit feedback with assigned accounts and existing markets
• Analyze data to identify improvement opportunities
• 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

Preferred Qualifications

Fluency in English is highly preferred

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
• Hybrid work organization (from the office or from home)
• Remote work from abroad policy
• Meals and Transportation Vouchers (Cobee card)
• Dental Benefits
• Life & Accident Insurance + Private Health Insurance
• Paid employee volunteer day
• Paid moving day (1/year)
• Time off: 1 Community Service Day + 1 Personal Day
• Summer Hours in July and August (36 hours per week)
• Hybrid Monthly Allowance for electricity and Internet