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Customer Relations Expert
Keolis Group. Promote the image of client organizations and build loyalty among customers with reduced mobility (PRM) and people with disabilities (PWD) through high-quality responses via telephone, video calls, email, postal mail, chat, and social media .
Tech Stack
Tools & technologiesChefFlux
About the role
Key responsibilities & impact- Promote the image of client organizations and build loyalty among customers with reduced mobility (PRM) and people with disabilities (PWD) through high-quality responses via telephone, video calls, email, postal mail, chat, and social media
- Provide front-office and back-office support, manage complex situations, assess assistance needs, and book appropriate services
- Handle approximately 50–60% of the activity while providing daily support to customer service advisors
- Master procedures and IT tools, share operational best practices, and support teams
- Monitor production KPIs in real time, identify variances, and alert management
- Answer inbound calls, make outbound calls, and process video-call requests
- Identify the purpose of calls, respond to complex requests, sell appropriate solutions, and identify additional sales opportunities
- Track customer interactions across all channels and forward requests to the appropriate department
- Manage customer cases in the back office and prepare reports, letters, emails, after-sales service materials, messages, chats, refunds, and compensation claims
- Provide regular reporting and comply with processes, certifications, and quality labels
- Train and support new employees, deliver short training sessions, and contribute to continuous improvement
- Act as deputy to the Team Leader for reporting, workflow management, scheduling, quality and process briefings, and skills development
- Collaborate with business and digital teams on needs and pain points related to AI tools
- Participate in the testing and deployment of chatbots, voice assistants, and recommendation tools, then share feedback from the field
Requirements
What you’ll need- Educational background equivalent to a high school diploma up to a two-year post-secondary qualification
- At least 8 years of experience in customer relations across multiple channels
- Proficiency in procedures and IT tools
- Strong coaching skills and the ability to support teams in mastering operational practices and assisting customers
- Availability for a 35-hour rotating schedule, either daytime hours (Monday to Sunday, 8:00 a.m. to 8:00 p.m.) or nighttime hours (Monday to Sunday, 9:00 p.m. to 8:00 a.m.)
Benefits
Comp & perks- An inclusive and supportive company culture where everyone can reach their full potential
- A collaborative and dynamic environment, including team activities, experience sharing, 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 work
- Works council benefits
- Employee savings plan
- Sustainable Mobility Allowance
- 75% reimbursement of transportation costs
- One paid day per year dedicated to a high-impact social mission