Customer Rating Experience Associate L2

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) 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 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.

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 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

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, organizational skills and 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.

Qualifications

• Fluency in English and one additional language (Japanese, French, German, Italian Spanish or Portuguese) is highly preferred.
• 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

Additional Information

Location: Ebene, Mauritius

Starting date: ASAP

Position: Permanent contract (After successful 6 months probation)

Everyone at EcoVadis contributes to a culture of trust, respect and empowerment. Our growing team in Mauritius is full of talented professionals from various fields who all share a desire to make an impact. We offer competitive salaries and support personal growth from day one with extensive onboarding, mentoring and a brand new e-learning platform bursting with courses and modules so you can learn new skills and fine-tune old ones.

What we offer:

• 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 volunteeringOur hiring team looks forward to reviewing your CV, with a guaranteed response to every application. A new job with purpose awaits you. You can be part of an awesome team and make sustainability real!

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, inclusion and reducing bias in our hiring processes. EcoVadis 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. In your application, we encourage you to remove personal information such as: photographs, marital status, number of children, religion, gender, residential postal code, university graduation date, past medical or parental leave(s) taken, nationality (instead, please state if you are legally eligible to work in the job region/country), university name (instead, please state any degrees obtained and the study major).