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Customer Relations Subject-Matter Expert – Chat, Back Office
Keolis Group. Promote the brand 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 brand image of client companies and build customer loyalty through the quality of written chat responses
- Support chat-based passenger information advisors with procedures, tools, and best practices
- Help process customer requests and independently handle complex situations
- Monitor production KPIs and alert management in the event of difficulties
- Receive and process chat requests within contractual response-time requirements
- Make outbound calls when necessary
- Identify the purpose of chats and respond to customer requests
- Sell suitable solutions and identify additional sales opportunities
- Monitor customer interactions and optimize chat duration
- Forward requests to the appropriate departments
- Manage customer cases in the back office
- Draft and follow up on reports, letters, emails, and other written materials
- Provide regular reporting to management
- Train and support new employees
- Contribute to the continuous improvement of customer service and process optimization
- Provide support to the Team Leader with reporting, scheduling, quality/process memos, and workflow management
- Collaborate with business and digital teams on AI tools
- Participate in the testing and deployment of chatbots, voice assistants, and recommendation tools
- Allocate working time between production activities (approximately 50%) and support assignments
Requirements
What you’ll need- Post-secondary education equivalent to a two-year college diploma or higher
- At least 8 years of experience in customer relations across multiple channels
- Proficiency in procedures and IT tools
- Ability to support teams in mastering operational processes and handling customer interactions
Benefits
Comp & perks- An inclusive and supportive company culture where everyone can reach their full potential
- A collaborative and dynamic environment: activities, experience sharing, and regular updates
- Meaningful CSR commitments: creating value for our customers and 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 Package
- Reimbursement of 75% of transportation costs
- One day per year dedicated to a high-impact social initiative