Customer Rating Experience Associate L2

Summary

Join EcoVadis's Evaluation Services team as a Customer Support Specialist! You will support rated companies globally, addressing their inquiries, explaining assessment results, and ensuring high customer satisfaction. Responsibilities include acting as a primary escalation point, preparing responses and presentations, leading discussions, and collaborating with other departments. You will leverage your analytical and communication skills to improve processes and drive solution improvements. The role requires excellent customer service, problem-solving abilities, and strong organizational skills. EcoVadis offers a competitive salary, benefits, and a supportive work environment.

Requirements

• 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
• 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 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
• 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
• 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 one additional language (Japanese, French, German, Italian Spanish or Portuguese) is highly preferred

Benefits

• 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 volunteering