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EcoVadis is the leading provider of business sustainability ratings. Our solutions are backed by an international team of experts and powerful technology. We analyze data and build sustainability scorecards that give companies actionable insights into their environmental, social and ethical risks.

Why apply to EcoVadis? Be a part of the global sustainability change in business. Grow your career. Work with extraordinary people. Feel valued for your contribution.

Learn more about our team and culture on EcoVadis careers page. If you have questions about the company or open roles you can chat with an insider.


 

Purpose of the Role:

The Customer Advocate Senior Associate will facilitate the resolution of escalated complaints by providing customer-focused support services for key internal and external stakeholders to achieve organisational objectives.  The Customer Advocate Senior Associate will also play a key role in identifying and sharing learning opportunities from complaints and issues that can be used for service improvement.

Responsibilities:

• The Customer Advocate Senior Associate is responsible for managing timely and accurate responses to multichannel internal and external requests related to customer accounts. 

• Become the first point of contact for customer escalations and bad feedback with proven skills in de-escalation and problem-solving capabilities. 

• You will address customer concerns and de-escalate negative situations on each live channel.

• Provide a delightful customer experience for our SEN support customers across all channels (phone and email).

• Represent the voice of the customer in everything we do, advocating for the customer experience across the organisation.

• Working on special projects and participating in cross-functional assignments as assigned, assisting in developing brand-new processes to improve the customer journey.

• This individual is responsible for interacting with internal and external customers to evaluate account information, document correspondence and make sound business decisions.

• Direct contact with other departments and teams is necessary to fulfil specific tasks. 

• Achieving optimal business results and team objectives in this position directly affects the financial results produced by EcoVadis.

• This position is responsible for providing “Best in Class” service by representing EcoVadis professionally and efficiently when interacting with internal and external customers.

Challenges:

• Fostering collaborative relationships with all stakeholders to develop a mutual understanding of complaint management escalation processes and facilitate effective complaint resolution. 

• Keeping up to date with the range, pace and complexity of information and process knowledge required to deliver quality service. 

• Native in Japanese and fluent in English, additional language would be a plus

• Strong written and verbal communication skills with the ability to multitask.

• Knowledge of EcoVadis core business functions, policies and procedures.

• Knowledge of all the SEN support processes, Help Center business functions, policies, and procedures.

• Knowledge of Salesforce and Google suite applications.

• Ability to make sound business decisions based on accurate analysis of information.

• Good verbal and written communication skills.

• Excellent customer service skills.

• Detail-oriented with good organizational and prioritization skills.

• Team player with the ability to work in a fast-paced environment.

• Self-motivated and able to work with minimal supervision while actively participating in a team environment.

• Beginning: ASAP
• Vacation: 20 days paid per year
• Working Hours: 40 hours per week from Monday to Friday
• Medical Aid coverage in accordance with company policy 
• Work Mode: Hybrid Work

Our hiring team looks forward to reviewing your CV, in English, with a guaranteed response to every application. A new job with purpose awaits you!

Don’t fit all the criteria but still think you’d be a good candidate? Please apply anyway to give our hiring team the opportunity to assess your skills and to learn more about what you could bring to EcoVadis. We’re interested in hiring capable people, regardless of professional and educational background.

Can the hiring process be adjusted to suit my needs? Yes. We want everyone going through the hiring process with EcoVadis to feel confident that you are able to demonstrate your full potential. We welcome applications from disabled people, people with long-term health conditions, and neurodiverse candidates. If you need any adjustments, including the provision of interview questions, please let the hiring team know.

Our team’s strength comes from everyone’s uniqueness and is founded upon mutual respect. EcoVadis commits to equity, inclusion and reducing bias in our hiring processes. EcoVadis does not accept any form of discrimination based on color, national or ethnic origin, ancestry, citizenship, religion, beliefs, age, sex, gender identity, sexual orientation, neurodiversity, disability, parental status, or any other protected characteristic that makes you unique. In your application, we encourage you to remove personal information such as: photographs, marital status, number of children, religion, gender, residential postal code, university graduation date, past medical or parental leave(s) taken, nationality (instead, please state if you are legally eligible to work in the job region/country), university name (instead, please state any degrees obtained and the study major).