Customer Care Team Leader

Company Description

Work smart, have fun and make an impact!

Our purpose is to guide all companies toward a sustainable world. 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.

Job Description

• Manage daily operations & reporting for  Customer Care Team members & ensure productivity and quality goals are met.
• Operations include answering incoming customer requests, proactive outreach, or reactive support.
• Lead by example and take an active role in coaching, training, and ensuring the vision of the local & global Customer Care strategy is communicated and understood.
• Develop a comprehensive understanding of the customers in the [KEY region]. This includes critical industries, business challenges, and objectives to appropriately communicate EcoVadis product capabilities and associated business benefits to address their needs throughout the support.
• Participate in the local recruiting (screening, interviews, internal feedback, etc.).
• Conduct regular reviews of employees as required and ensure clear communication of expectations, results, and reporting.
• Act as an escalation point for complex customer questions and provide proactive assistance to mitigate customer dissatisfaction.
• Work with internal & external stakeholders on projects to improve customer experience and internal processes.
• Represent EcoVadis and/or the Customer Care team at events, conferences, or meetings and give live presentations as needed.
• Other duties as required, we are a fast-growing and dynamic team, and this requires flexibility from everyone to get involved and help get the job done!

Qualifications

• Bachelor Degree in Management, International Business or any related field of study
• At least 2-3 years of management/leadership experience is strongly preferred. Experience leading a customer support team is a plus.
• Must be fluent in English and French. Proficiency in additional languages would be a plus.
• Demonstrated ability to work collaboratively with colleagues from multiple teams & locations to accomplish company goals.
• Demonstrate proficiency in G-Suite products, familiarity with Salesforce a plus.
• Ability to work well in an international team environment.
• Excellent written and verbal communication skills
• Good time management with strong organizational skills
• Interest in Sustainability would be a plus

Additional Information

Location: Ebene, Mauritius

Starting date: 1 April 2024

Permanent contract after successful 6 months probation

Everyone at EcoVadis contributes to a culture of trust, respect and empowerment. Our growing team in Mauritius is full of talented professionals from various fields who all share a desire to make an impact. We offer competitive salaries and support personal growth from day one with extensive onboarding, mentoring and a brand new e-learning platform bursting with courses and modules so you can learn new skills and fine-tune old ones.

What we offer:

• Support with all the necessary office and IT equipment
• Wellness allowance
• Work from Home Allowance
• Travel Grant allowance
• Annual performance bonus
• Remote work from abroad policy
• Flexible working hours,
• Hybrid/ full remote work
• Pension contributions and optional private health coverage
• Internet and electricity bill allowance
• CSR activities
• Community service day when volunteering

Our hiring team looks forward to reviewing your CV, with a guaranteed response to every application. A new job with purpose awaits you. You can be part of an awesome team and make sustainability real!

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, 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).