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Customer Relations Advisor
Keolis Group. Provide daily support to customers using a dedicated service for booking assistance services for passengers with reduced mobility (PRM) and passengers with disabilities (PSH) .
About the role
Key responsibilities & impact- Provide daily support to customers using a dedicated service for booking assistance services for passengers with reduced mobility (PRM) and passengers with disabilities (PSH)
- Handle inbound calls and make outbound calls
- Identify the purpose of each call and respond to requests in accordance with established procedures
- Redirect calls to the appropriate departments when necessary
- Monitor and follow up on customer interactions
- Enter call information and follow-up details into the relevant tools
- Manage and process customer cases in the back office
- Follow instructions, comply with internal processes, and apply guidelines relating to certifications and quality labels
- Participate in training on products, services, promotional campaigns, tools, and procedures
- Follow the approved customer communication guidelines and quality standards
- Contribute to the continuous improvement of customer service by reporting malfunctions and issues
- Use AI tools to prepare and personalize customer responses
- Proofread, verify, and adjust AI-generated responses
Requirements
What you’ll need- Education equivalent to a French Baccalauréat to two years of higher education
- Previous experience in customer relations is preferred
- Demonstrate quick thinking, logical reasoning, and responsiveness
- Enjoy working as part of a team
- Have strong interpersonal skills
- Excellent written and verbal communication skills
- Service quality is a top priority for you
- Curious, proactive, and able to make constructive suggestions
Benefits
Comp & perks- An inclusive and supportive company culture where everyone can reach their full potential
- A collaborative and dynamic environment: activities, experience-sharing sessions, and regular updates
- Concrete CSR commitments: creating value for our customers and local communities, putting people at the heart of our priorities, protecting the planet, and ensuring sustainable growth
- Remote working
- Works Council benefits (CSE)
- Employee savings plan
- Sustainable Mobility Allowance
- Reimbursement of 75% of transportation costs
- One day per year dedicated to a high-impact social mission