CUSTOMER SERVICE REPRESENTATIVE

For more than 25 years, Sustainalytics has focused on delivering high-quality, analytical environmental, social and governance (ESG) research, ratings and data to institutional investors and companies.

Our research is empowering world’s leading institutional investors to identify, understand, and manage risks and opportunities from an ESG perspective.

Our Corporate Solutions unit works with hundreds of companies and their financial intermediaries to help them consider sustainability in policies, practices, and capital projects.

To learn more information about us, please visit our website.

The candidate should have the following qualifications:

• Exceptional customer service: experienced in customer service communications via phone and web, active listening skills, fluent verbal and written communication skills. · Alignment with Sustainalytics’ mission, vision and values;
• Supportive, friendly and empathetic;
• Superb spoken and written English;
• Punctual, diligent and reliable;
• Adept in use of online software;
• Ability to work the designated Shift

Key responsibilities include:
• Manage incoming inquiries from all channels (web, phone, email, social media) and respond, provide answers and determine if they should be connected to someone else in the company, and if so connect them and assure they are provided assistance;
• Identify sales opportunities and create leads, or support tickets;
• Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed;
• Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service;
• Taking part in training and other learning opportunities to expand knowledge of company and position.
• Work in assigned shifts and coordinate/assure back-up for absences that are longer than 15 minutes
• We are recruiting for either shifts:
o Shift1: 7h to 15h
o Shift2: 14h to 22h