POSITION PURPOSE
For our fast-growing Team, we are seeking highly motivated and dedicated team members, with experience in Customer support, to provide a key role in providing excellent service for our clients (via chat/email/phone). This role will require a broad understanding of our business to assist clients, by answering questions to the extent of your training and otherwise connecting them with the best suited colleagues within our firm to assist further. This is a customer service role.
Key responsibilities include:
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Manage incoming inquiries from all channels (web, phone, email, social media) and respond in a timely and polite manor, provide answers, distribute them to the responsible team and ensure that their request have been answered.
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Understanding the nature of each request by actively listening, confirming or clarifying information and/or diffusing angry clients, if needed.
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Identify sales opportunities and create leads or support tickets.
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Being highly motivated to understand, meet and exceed the Team’s call center metrics while providing excellent consistent customer service.
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Taking part in training and other learning opportunities to expand knowledge of company and position.
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Work in assigned shifts and coordinate/assure back-up for absences that are longer than 15 minutese clock working in shifts
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We're using a rotation system (roster) and are recruiting for the below shifts:
One week from 6:00 to 2PM
One week from 12PM to 8PM
One week from 4PM to 12AM
QUALIFICATIONS
The candidate should have the following qualifications:
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Alignment with Sustainalytics’ mission, vision and values;
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Exceptional customer service experience: ability to provide excellent customer service communications via phone and web in a timely and polite manor;
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Customer-focused attitude: active listening skills, fluent verbal, and written communication skills;
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Analytical thinking: ability to process inquiries efficiently, paying attention to detail
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Supportive, positive and empathetic;
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Superb spoken and written English;
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Punctual, diligent and reliable;
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Adept in use of online software (e.g. HubSpot, Outlook);
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Ability to work the designated Shift
APPLICATION & INTERVIEW PROCESS
In keeping with our ongoing efforts to represent the diversity of our community, we strongly encourage people from diverse groups to apply. Sustainalytics is committed to providing accommodations for individuals with disabilities, upon request.
Given the fact that we have several non-Romanian speaking members in the hiring team, please submit your applications in English only.
Sustainalytics thanks all applicants for their interest, however only those applicants requested to participate in the interview process will be contacted.
Your privacy while being in contact with Sustainalytics is one of our fundamental commitments here. Review our to find out more about how we handle the personal data you provide us during the recruitment process.
About Us
Sustainalytics has been a leading independent provider of Environmental, Social and Governance (ESG) research for the last 25 years. Our insights are used by clients to make better informed investment decisions, engage with companies in relation to their business activities and drive change.
Sustainalytics is a growing organization with 800 employees and 17 offices globally. We have a flexible and supportive working culture and empower our employees to progress and develop quickly in an entrepreneurial environment.
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