Senior Customer Support Associate

Company Description
**Work smart, have fun and make an impact**

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.

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.

If you have questions about the company or open roles you can chat with an insider.

Job Description
**The senior customer support specialist takes ownership of our customers experience and provides high-touch assistance to their questions and concerns. You are a trusted advisor and have the power to influence by being the eyes, ears, and voice of our company. You are on the front lines of the EcoVadis mission**

The objectives of this role are:

- Maintain Product Expertise; To answer customer complaints and questions, senior customer service specialists must be experts in its products.
- Take appropriate steps to listen, understand, and engage with the customer to find solutions and communicate options.
- Understanding and communicating industry best practices and the evolution of EcoVadis product, platform functionality, methodology, and administrative services integral to the customers success.
- Identifying risks to the customers’ successful completion of the EcoVadis evaluation process and actively working to mitigate issues before they happen, working with internal and external stakeholders to facilitate communication and information exchange.
- Capturing internal and customer-sourced insights, then proactively reporting and contributing as necessary with the Team Leader, Management, and other EcoVadis BUs to bridge gaps that may exist between customer expectations and participation.
- Assist Management in Training and Developing Customer Support Associates ( onboarding, quality checks, ticket escalations ownership, recruitment)
- Ability to interact with other departments seamlessly, handling escalations and focus on proactive support (Bad feedback checks/ classification).
- Additional responsibilities related to the function may be required

Qualifications
- Bachelor or Diploma in Communication, International Business Management or any related field having at least 2 years working experience
- Fluent in English and German, Italian, Spanish and additional languages is a plus
- international exposure in a support role (even if only dealing with international clients over the phone)
- Good oral and written communication skills
- Excellent customer service skills and quality oriented attitude
- Knowledge of a ticketing system software would be an advantage
- Ability to work in an international team and be a team player
- Excellent interpersonal, persuasive communication and sales skills

Additional Information
**Life at the Barcelona Office**

Our growing team in Spain is full of talented professionals from various fields who all share a desire to make sustainability real. We offer competitive salaries and support personal growth from day one.

This includes extensive onboarding, teammates' support and a brand new e-learning platform bursting with courses and modules. So you can learn new skills and fine-tune old ones

We also provide our team with the benefits of flexible working. Some of us work from home and some prefer to work from our easily accessible (metro, tram, bus, bike, suburban train) office hub in Barcelona, located in the dynamic area of Gloriès

If you come to the office, you can work in the open space or public areas while enjoying the panorama of Barcelona, and also take breaks on our lovely terrace.

At Ecovadis we embrace teamspirit. We organize regular onsite and online team breakfasts, and our CSR team coordinates events where we can give back to local communities and ecosystems For that, everyone at EcoVadis can use a community service day.

**Benefits**

Last but not least, EcoVadis will support you with all the necessary office equipment, holidays in line with Spanish labor law, optional (fully covered or co-financed) health care and life insurance.

A new job with purpose awaits you

**EcoVadis Careers**

We’re interested in hiring capable people, regardless of professional and educational background. Can the hiring process be adjusted to suit my needs? Yes.

We want everyone going through the hiring process with EcoVadis to feel confident that you are able to demonstrate your full potential.

Our team’s strength comes from everyone’s uniqueness and is founded upon mutual respect. EcoVadis commits to equity and inclusion and does not accept any form of discrimination based on color, national or ethnic origin, ancestry, citizenship, religion, beliefs, age, sex, gender identity, sexual orientation, n