Customer Rating Experience Senior Associate - French Speaker

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.