Expert Advisor, Customer Service

Role Summary

Reporting to the Deputy Director, the Expert Advisor ensures support for a portfolio of major clients to optimize customer development, satisfaction and loyalty. He collaborates in achieving the company's growth, performance and reputation objectives while providing unparalleled customer service.

Reporting to the Deputy Director, the Expert Advisor ensures support for a portfolio of major clients to optimize customer development, satisfaction and loyalty. He collaborates in achieving the company's growth, performance and reputation objectives while providing unparalleled customer service.

Responsibilities

• Takes care of all the needs of the major clients for whom he is responsible;
• Effectively manages incoming calls and emails;
• Creates and defines customer account parameters according to contractual clauses and ensures meeting and exceeding customer expectations;
• Acts as a link between the client and the laboratory to ensure compliance with analysis deadlines and client requirements;
• Performs periodic monitoring of customer satisfaction and establishes action plans, if necessary;
• Identifies service offering possibilities in order to develop business opportunities;
• Informs the immediate superior of any complaint received and the corrective actions taken, or to be taken, in place;
• Report all escalations from customers to the immediate superior and propose corrective actions to be implemented;

These tasks are not restrictive in nature and may evolve according to the requirements of the Customer Experience team.

• Takes care of all the needs of the major clients for whom he is responsible;
• Effectively manages incoming calls and emails;
• Creates and defines customer account parameters according to contractual clauses and ensures meeting and exceeding customer expectations;
• Acts as a link between the client and the laboratory to ensure compliance with analysis deadlines and client requirements;
• Performs periodic monitoring of customer satisfaction and establishes action plans, if necessary;
• Identifies service offering possibilities in order to develop business opportunities;
• Informs the immediate superior of any complaint received and the corrective actions taken, or to be taken, in place;
• Report all escalations from customers to the immediate superior and propose corrective actions to be implemented;

These tasks are not restrictive in nature and may evolve according to the requirements of the Customer Experience team.

Requirements

• DEC in a scientific field
• Minimum of 2 years of experience in customer service;
• Minimum of 2 years of experience in an environmental environment (asset);
• Fluency in written and spoken French and English;

Mastery of the office suite.

Skills required

• Ability to develop strong relationships of trust with clients;
• Ability to interact professionally and adopt a positive attitude at all times with clients, colleagues and superiors;
• Excellent team building skills;
• Good ability to solve problems constructively;
• Rigor, sense of organization and priorities;
• Ability to adapt and flexibility;
• Ability to work in a fast-paced and evolving environment;
• DEC in a scientific field
• Minimum of 2 years of experience in customer service;
• Minimum of 2 years of experience in an environmental environment (asset);
• Fluency in written and spoken French and English;

Mastery of the office suite.

Skills required

• Ability to develop strong relationships of trust with clients;
• Ability to interact professionally and adopt a positive attitude at all times with clients, colleagues and superiors;
• Excellent team building skills;
• Good ability to solve problems constructively;
• Rigor, sense of organization and priorities;
• Ability to adapt and flexibility;
• Ability to work in a fast-paced and evolving environment;

Benefits

Workplace: 2325 boulevard fernand lafontaine Longueuil J4N 1N7 Quebec Canada

About the Company

Eurofins EnvironeX: where science becomes a superpower! As a global leader in life sciences, we offer a unique range of analytical testing services to ensure food, environmental and pharmaceutical safety. With our team of more than 62,000 heroes across 62 countries, we transform your environment into a safer, healthier, more sustainable place.