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Customer Relations Representative
Keolis Group. Provide daily support to customers using a dedicated service for booking assistance services for people with reduced mobility (PRM) and people with disabilities (PWD) .
About the role
Key responsibilities & impact- Provide daily support to customers using a dedicated service for booking assistance services for people with reduced mobility (PRM) and people with disabilities (PWD)
- Promote the image of commissioning clients and build customer loyalty through high-quality, relevant responses
- Handle incoming calls and make outgoing 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 designated tools
- Manage and process customer cases through back-office operations
- Follow instructions, comply with internal processes, and apply guidelines related to certifications and labels
- Participate in training on products, services, promotional campaigns, tools, and procedures
- Follow approved customer messaging and quality standards
- Understand and apply the principles of the quality management system
- Report malfunctions and contribute to the continuous improvement of customer service
- Use artificial intelligence tools to prepare and personalize customer responses
- Proofread, verify, and adjust AI-generated responses
Requirements
What you’ll need- Educational background equivalent to a high school diploma up to a two-year post-secondary qualification
- 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 essential to you
- Curious, proactive, and able to make recommendations
Benefits
Comp & perks- An inclusive and supportive company culture where everyone can thrive and develop
- A collaborative and dynamic environment: events, experience sharing, and regular updates
- Meaningful 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 (CSE)
- Employee savings plan
- Sustainable Mobility Package
- Reimbursement of 75% of transportation costs
- One day per year dedicated to a high-impact social initiative