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Customer Relations Expert – Chat, Back Office
Keolis Group. Promote the image of client companies and build customer loyalty through the quality of written chat responses .
Tech Stack
Tools & technologiesChefFlux
About the role
Key responsibilities & impact- Promote the image of client companies and build customer loyalty through the quality of written chat responses
- Support chat-based travel information advisors with procedures, tools, and best practices
- Help process requests and handle both front-office and back-office activities
- Independently manage complex situations
- Monitor production KPIs and alert management in the event of difficulties
- Receive requests via chat and make outbound calls when necessary
- Identify the purpose of each chat and respond to customer requests
- Sell suitable solutions and identify additional sales opportunities
- Monitor customer interactions and optimize chat duration
- Manage customer cases in the back office and prepare reports, letters, emails, and after-sales support materials
- Provide regular reports to management
- Train and support new employees
- Contribute to the continuous improvement of customer service and process optimization
- Support the Team Leader with reporting, scheduling, workflow management, and skills development
- Participate in the testing and deployment of AI tools for customer relations
Requirements
What you’ll need- Education equivalent to a French Baccalauréat to two years of higher education
- At least 8 years of experience in customer relations across multiple channels
- Proficiency in procedures and IT tools
- Ability to coach and support teams in mastering operational practices and handling customer interactions
Benefits
Comp & perks- An inclusive and supportive company culture where everyone can develop to their full potential
- A dynamic, collaborative environment: activities, knowledge sharing, and regular updates
- Concrete CSR commitments: creating value for our clients and local communities, putting people at the heart of our priorities, protecting the planet, and ensuring sustainable growth
- Remote work
- Employee and Social Committee benefits
- Employee savings plan
- Sustainable Mobility Package
- Reimbursement of 75% of transportation costs
- One day per year dedicated to a high-impact social mission
- 35-hour contract with rotating shifts from Monday to Sunday, 8:00 a.m. to 8:00 p.m.