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.

Role & Responsibility:

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.

Understanding the nature of each request by actively listening, confirming or clarifying information and/or diffusing angry clients, if needed.

Identify sales opportunities and create leads or support tickets.

Being highly motivated to understand, meet and exceed the Team’s 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 the following shifts (weekly rotation):

Shift1: 6h to 14h

Shift2: 12h to 20h

Shift 3: 16 h to 24h

Requirements:

Alignment with Sustainalytics’ mission, vision and values;

Exceptional customer service experience, 3-5 years: ability to provide excellent customer service communications via phone and web in a timely and polite manor;

Customer-focused attitude: active listening skills, fluent verbal, and written communication skills;

Analytical thinking: ability to process inquiries efficiently, paying attention to detail

Supportive, positive and empathetic;

Superb spoken and written English;

Punctual, diligent and reliable;

Adept in use of online software (e.g. HubSpot, Outlook);

Ability to work the designated Shift