Customer Rating Experience Associate

EcoVadis; Ciudad de México; Híbrido; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A global sustainability ratings provider is seeking a customer support specialist to assist rated companies with their assessment results. This role involves providing thorough support and developing strong relationships, ensuring customer satisfaction. The ideal candidate will have excellent communication skills, problem-solving abilities, and experience in a customer-facing role. Flexibility in working hours and the option for hybrid work are included, alongside various perks aimed at enhancing employee well-being.

Servicios

Work from home allowances

Flexible working hours

Wellness allowance

Access to professional mental health support

Referral bonus policy

Learning and development opportunities

Employee-led resource groups

Annual performance bonus

Health care and life insurance after specified seniority

Community service volunteer day

Formación

• Minimum 1 year of experience in a customer facing role or with a customer-related project.
• Strong problem solving skills; ability to offer resolutions to conflictual situations.
• Self-motivated; works independently with little or no supervision.

Responsabilidades

• Support rated companies with their assessment-related questions.
• Collaborate with other departments to maximize customer satisfaction.
• Proactively solicit feedback with assigned accounts.

Conocimientos

Fluency in English

Excellent communication skills

Customer service

Problem solving

Organizational skills

Team Player

Descripción del empleo

Company Description

Work smart, have fun and make an impact!

Our purpose is to guide all companies toward a sustainable world. EcoVadis is the leading provider of business sustainability ratings. Our solutions are backed by an international team of experts and powerful technology. We analyze data and build sustainability scorecards that give companies actionable insights into their environmental, social and ethical risks.

Why apply to EcoVadis? Be a part of the global sustainability change in business. Grow your career. Work with extraordinary people. Feel valued for your contribution.

Learn more about our team and culture on EcoVadis careers page.

Job Description

You will support the Evaluation Services (EVS) Inquiry Center 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 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 methodology and 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 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.

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, technical and organizational skills as well as 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.
• The job is expected to utilize AI tools and processes to increase operational efficiency and quality of responses.

Qualifications

• Fluency in English would be an asset.
• Minimum 1 year 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.

Additional Information

Office Location: Varsovia 36, office 803 and 807, Juárez, Cuauhtémoc, 06600, México City

In return for your expertise, we offer:

• Work from home allowances (one-off IT and Home 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
• Annual performance bonus
• Remote work from abroad policy
• Internet and electricity bill allowance
• Health care and life insurance after specified seniority
• Hybrid work organization
• Additional day for community service when volunteering
• Career Growth Management