Keolis Group
Keolis Group
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.

Senior Customer Relations Expert – Amiens, On-Site

Senior customer relations role with Kisio, focused on sustainable mobility advice and operational services. Lead production activities, support customer service teams, and manage requests from passengers with reduced mobility or disabilities.

Description

  • Represent client brands professionally and strengthen loyalty among passengers with reduced mobility (PRM) and disabilities (PSH) through high-quality service
  • Manage front-office and back-office customer interactions across phone, video, email, post, chat, and social media
  • Resolve complex cases independently, evaluate assistance requirements, and arrange suitable services
  • Dedicate approximately 50–60% of working time to production activities
  • Support customer service advisors daily and communicate procedures and operational best practices
  • Track production KPIs in real time, investigate deviations, and escalate issues to management
  • Place and receive calls, manage video-based requests, and address complex customer inquiries
  • Recommend appropriate solutions and identify additional sales opportunities
  • Review customer interactions and direct requests to the relevant departments
  • Handle back-office cases and prepare reports, correspondence, emails, and tracking documents
  • Produce regular reports and follow certification and labeling requirements
  • Train and mentor new employees and conduct brief customer service training sessions
  • Help improve customer service continuously and optimize operational processes
  • Serve as Team Leader deputy for reporting, workflow coordination, scheduling, and capability development
  • Support the testing and deployment of customer-relations AI tools and provide feedback from operational teams

Requirements

  • Education equivalent to the French Baccalauréat plus up to two years of higher education
  • At least eight years of experience in multichannel customer relations
  • Strong command of operational procedures and IT tools
  • Ability to coach and support teams clearly and practically, helping them apply best practices and handle customers effectively
  • Availability for a rotating 35-hour schedule covering day and night shifts
  • Willingness to work Monday through Sunday according to operating hours

Benefits

  • Inclusive, supportive workplace culture that helps employees develop their potential
  • Collaborative environment with team activities, knowledge sharing, and regular updates
  • Established commitments to corporate social responsibility
  • Remote work
  • Works Council (CSE) benefits
  • Employee savings plan
  • Sustainable Mobility Package
  • Reimbursement of 75% of transportation costs
  • One paid day each year for a high-impact social initiative

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