Keolis Group

• Réceptionner les appels entrants et émettre des appels sortants • Identifier l’objet de l’appel et répondre aux demandes • Saisir les informations et gérer les dossiers clients en back-office • Assister aux formations sur les produits et services • Utilisation quotidienne de l’IA pour personnaliser les réponses aux clients

• Reporting to the Team Leader, the Customer Relations Representative promotes the image of the contracting clients and builds customer loyalty through the quality and relevance of responses provided. • Handles both front-office and back-office tasks. • Contributes to improving service quality and manages administrative aspects related to assigned duties. • Receive incoming calls and make outgoing calls. • Identify the purpose of the call (information, complaint, assistance, order, sale, etc.). • Respond to customer requests following established procedures. • Redirect calls to the appropriate departments when necessary. • Ensure effective follow-up of customer interactions. • Enter call details and follow-ups into dedicated tools. • Manage and process customer files in back-office according to established procedures. • Follow instructions and comply with internal processes. • Apply directives related to current certifications and labels. • Attend training on products, services, promotional campaigns, tools, and procedures. • Respect the customer messaging and defined quality standards. • Understand and apply the principles of the quality management system. • Contribute to continuous improvement of customer service by reporting malfunctions. • Use artificial intelligence tools (virtual assistants, suggested responses, sentiment analysis) to prepare and personalize responses to customers, while retaining final responsibility for the messages sent.

• Under the supervision of the Team Leader, the Customer Relations Advisor promotes the image of client companies and builds customer loyalty through the quality and relevance of the responses provided • Handle front-office and back-office tasks • Contribute to improving service quality • Manage incoming and outgoing calls • Identify the purpose of the call • Respond to customer requests in accordance with established procedures • Follow instructions and adhere to internal processes • Contribute to the continuous improvement of customer service • Daily use of AI to personalize responses to customers