Customer Rating Experience Associate

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 and French would be an asset.
• Minimum 1 year 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

Additional Information
In return for your expertise, we offer:

• 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
• 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

Our hiring team looks forward to reviewing your CV, in English, with a guaranteed response to every application. A new job with purpose awaits you
Don't fit all the criteria but still think you'd be a good candidate?
Please apply anyway to give our hiring team the opportunity to assess your skills and to learn more about what you could bring to EcoVadis. 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. We welcome applications from disabled people, people with long-term health conditions and neurodiverse candidates. If you need any adjustments, please let the hiring team know.

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, neurodiversity, disability, parental status, or any other protected characteristic that makes you unique.