Job Description

Company DescriptionWork 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 .The Senior Customer Care Advocate Advisor is primarily responsible for the coordination of complex cases and customer complaints in collaboration with subject-matter experts in other departments. Managing timely and accurate responses to multichannel internal and external requests related to customer accounts.Become the first point of contact for customer escalations with proven skills in de-escalation and problem-solving capabilities.Address customer concerns and de-escalate negative situations on each live channel.Provide a delightful customer experience for our SEN customer care customers across all channels (phone, email and chat).Represent the voice of the customer in everything we do, advocating for the customer experience for the frontline team in the organisation.Responsible for interacting with internal and external customers to evaluate account information, document correspondence and make sound business decisions.Direct contact with other departments and teams is necessary to fulfil certain tasks within agreed rules of engagement (KPIs).Achieving optimal business results and team objectives in this position directly affects the financial results produced by Ecovadis.This position is responsible for providing \xe2\x80\x9cBest in Class\xe2\x80\x9d service by representing EcoVadis professionally and efficiently when interacting with internal and external customers.QualificationsFluency in English and Mandarin is a must, additional language like Korean would be a plus.Strong written and verbal communication skills with the ability to multitask.Knowledge of EcoVadis core business functions, policies and procedures.Knowledge of Salesforce and Google suite applications.Knowledge of all the SEN support processes, Help Center business functions, policies, and procedures.Ability to make sound business decisions based on accurate analysis of information.Strong problem-solving skills.Proven experience in Customer Services, complaints handling and dispute resolution.Detail-oriented with good organisational and prioritisation skills.Team player with the ability to work in a fast-paced environment.Self-motivated and able to work with minimal supervision while actively participating in a team environment.Additional Information

• Beginning: October 2024
• Location: Malaysia (remote)

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\xe2\x80\x99t fit all the criteria but still think you\xe2\x80\x99d 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\xe2\x80\x99re 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, including the provision of interview questions, please let the hiring team know.Our team\xe2\x80\x99s strength comes from everyone\xe2\x80\x99s 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).

EcoVadis