Senior Customer Operations Service Officer at Rainforest Alliance

The Senior Customer Operations Service Officer (COS) is responsible for supporting the Rainforest Alliance’s units, such as Customer Success and Back Office teams in the Customer Care Department. Project, process management and subject matter expertise skills are critical to provide information to the customer facing units to upskill/support the customer facing staff. Relationship management and customer satisfaction are guiding principles in this work to enhance the overall customer experience and journey.
Responsibilities:

• Serve as a business stakeholder for the Customer Care Department
• Liaise with different departments by gathering information, participating in weekly project meetings with other teams, and facilitating the exchange of information; subsequently, provide comprehensive reports to the COS manager impacting customer experience and journey.
• Coordinate User Acceptance Tests (UAT) for Customer Service (CS) and Back Office (BO) and communicate findings effectively back to the respective departments.
• Function as a subject matter expert and knowledge repository for customer facing staff and other departments, offering valuable insights and expertise.
• Deliver technical explanations of new rules, regulations, and procedures to training and procedure officers within the COS unit.
• Contribute to the creation of content and Standard Operating Procedures (SOPs) derived from technical insights, specifically catering to the needs of the Customer Care Department.
• Support with the publication of assets in the Knowledge base platform.

Qualifications:

• Possess a Bachelor’s degree in Marketing, Project Management, Business Administration, or a related field, or demonstrate equivalent work experience within the Rainforest Alliance.
• Showcase credentials as a Subject Matter Expert through successful engagement in customer facing roles or similar positions.
• Accumulate a minimum of 3 years of confirmed expertise in Customer Care positions.
• Serve as a Subject Matter Expert within the team, upskilling initiatives, and providing valuable insights for SOP and procedure creation.
• Demonstrate proficiency in organizing and executing User Acceptance Tests.
• Exhibit experience in relationship management with various departments and executives to fulfill information requirements.
• Experience with project management.
• Display competence in Customer Service operational tasks.
• Possess exceptional writing, editing, and verbal communication skills in English, and ideally, in additional language(s).
• Proficiently navigate Microsoft 365 Applications.
• Leverage strong organizational skills to manage multiple priorities within business hours, demonstrating excellent interpersonal and analytical abilities, customer focus, and meticulous attention to detail.
• Collaborate effectively in cross-functional teams.
• Hold knowledge of sustainability practices, a deep passion for environmental issues, and preferred experience with certification in sustainable agriculture and/or forestry.
• Be open to travel as needed for the role.