Customer Rated Experience Associate

Summary

Join EcoVadis's Evaluation Services (EVS) Inquiry Center team and provide exceptional support to rated companies. You will act as a primary point of contact, answering assessment-related questions, ensuring timely responses, and leading discussions. Your expertise in EcoVadis methodology will help customers utilize scorecards for improvement. Collaboration with internal teams is crucial for maintaining high customer satisfaction. This role demands strong analytical, organizational, and communication skills, along with the ability to work autonomously and develop best practices. The position offers flexible working hours, various benefits, and the opportunity to contribute to global sustainability.

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 and Italian is highly preferred

Benefits

• Support with all the necessary office and IT equipment
• Flexible working hours
• Wellness allowance for mental and physical wellbeing
• Referral bonus policy
• Learning and development
• Sustainability events and community involvement
• Peer recognition program
• Employee-led resource groups
• Optional (fully covered or co-financed) health care and life insurance
• Multisport card
• Multikafeteria
• Lunch card
• Annual performance bonus
• Hybrid (4 days in office per month) / full remote work
• Remote work from abroad policy
• Internet and Electricity bill allowance
• Modern, pet-friendly office in the city center (next to Rondo ONZ)
• Additional day for community service when volunteering