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Keolis Group provides transportation services and public transportation management across multiple countries. Its operations span buses, trains, and trams, with a focus on helping people move more efficiently while advancing sustainable and innovative approaches to transport. The company’s large international workforce supports a broad range of careers in the logistics and transport sectors.
Night-Shift Customer Service Representative – Amiens Onsite
Night-shift customer service role at Kisio supporting assistance bookings for people with reduced mobility and disabilities. Responsibilities include call handling, customer case management, and AI-assisted response preparation.
Description
- Support customers using a service for booking assistance for people with reduced mobility and disabilities
- Manage inbound and outbound calls
- Determine the reason for each call and resolve requests according to established procedures
- Transfer calls to the relevant department when required
- Track customer interactions and manage follow-up
- Record call and follow-up information in the assigned systems
- Handle and process customer cases through back-office tools
- Follow instructions, internal processes, and requirements linked to certifications and quality labels
- Participate in training on products, services, promotional campaigns, tools, and procedures
- Use approved customer communication practices and defined quality standards
- Apply quality management system principles
- Report service issues and support ongoing customer-service improvements
- Use AI tools to draft and personalize customer responses
- Review and refine AI-generated responses for compliance, accuracy, and suitability to the customer’s situation
Requirements
- Education equivalent to a high school diploma through two years of post-secondary study
- Previous customer service experience is preferred
- Able to think quickly, exercise sound judgment, and respond effectively
- Comfortable working collaboratively within a team
- Strong interpersonal abilities
- Excellent written and spoken communication skills
- Committed to maintaining high service quality
- Curious, proactive, and willing to offer constructive suggestions
- Available for a rotating 35-hour workweek from Monday through Sunday, between 9:00 p.m. and 8:00 a.m.
Benefits
- An inclusive, supportive culture designed to help every employee reach their potential
- A collaborative, energetic workplace with activities, knowledge sharing, and regular updates
- CSR initiatives focused on customer and community value, people-centered priorities, environmental protection, and sustainable growth
- Remote work
- Works Council (CSE) benefits
- Employee savings plan
- Sustainable Mobility Package
- 75% reimbursement of transportation costs
- One paid day each year for a high-impact social initiative
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