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Customer Relations Advisor – Chat, Back Office
Keolis Group. Provide daily support to customers using a service dedicated to booking assistance services for people with reduced mobility (PRM) and people with disabilities (PSH) .
Tech Stack
Tools & technologiesGo
About the role
Key responsibilities & impact- Provide daily support to customers using a service dedicated to booking assistance services for people with reduced mobility (PRM) and people with disabilities (PSH)
- Promote the image of client organizations and build customer loyalty through high-quality, relevant responses
- Manage customer interactions by phone, email, postal mail, and chat
- Handle requests received via text chat and meet contractual response-time requirements
- Make outbound callback calls when necessary
- Identify the purpose of chats and respond in accordance with established procedures
- Redirect chats to the appropriate departments and monitor interactions through to completion
- Enter chat-related information and follow-up details into dedicated tools
- Manage and process customer cases in the back office
- Follow internal processes, guidelines, customer messaging, and quality standards
- Contribute to continuous improvement by reporting malfunctions and operational issues
- Use artificial intelligence tools to prepare and personalize responses, then review, verify, and adjust the suggested responses
- Handle the administrative tasks related to the assignments
Requirements
What you’ll need- Education at upper-secondary school level to two years of higher education
- Initial experience in customer relations preferred
- Responsiveness, quick thinking, and logical reasoning
- Enjoyment of teamwork
- Strong interpersonal skills
- Excellent written and verbal communication skills
- Strong service-quality orientation
- Curiosity and a proactive, solutions-oriented mindset
- Ability to comply with established procedures, instructions, and applicable certifications and labels
- Knowledge and application of quality management system principles
- Ability to use and verify artificial intelligence tools to prepare and personalize customer responses
Benefits
Comp & perks- An inclusive, supportive company culture where everyone can reach their full potential
- A collaborative, dynamic environment: team activities, experience sharing, and regular company updates
- Concrete CSR commitments: creating value for our customers and local communities, placing people at the heart of our priorities, protecting the planet, and ensuring sustainable growth
- Remote work
- Works Council benefits (CSE)
- Employee savings plan
- Sustainable Mobility Package
- Reimbursement of 75% of transportation costs
- One day per year dedicated to a high-impact social initiative
- Training on products, services, promotional campaigns, tools, and procedures
- LGBT+ friendly company
- Recognized with the Exemplary CSR label