Customer Support Specialist
EcoVadis Hong Kong LimitedTaikoo shingUpdate time: October 7,2020
Job Description
- Providing support for customers via phone, email, chat, webinar, etc. to ease their experience on the platform, answer questions, and provide consultative assistance
- “Owning” each customer interaction. Take appropriate steps to listen, understand, and engage with the customer to find solutions and communicate options
- Developing a comprehensive understanding of the EcoVadis platform, processes, and practices to ensure quality assistance with incoming customer queries; continuous learning is necessary as we expand service offerings and make improvements
- Understanding and communicating industry best practices and the evolution of EcoVadis product, platform functionality, methodology, and administrative services integral to the customer's success
- Identifying risks to the customers successful completion of the EcoVadis evaluation process and actively work 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
- Respond to queries from clients via email and contact internal and external stakeholders to get more information when required
- Additional responsibilities related to the function may be required
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