Customer Care Manager (m-f-d)
Temporary, Full-time · FSC Global Development GmbH
The Scope
We are looking for an engaged Officer/Manager, Customer Care who brings solid expertise and a passion for FSC’s mission, to work with us in an international environment and drive excellence in customer support and service. The Officer/Manager will play a pivotal role in enhancing customer satisfaction and loyalty at FSC.
Main Roles & Responsibilities
- Support the development/Develop customer support processes and standard operating procedures for customer care at FSC.
- Handle client enquiries on topics such as EUDR and AAF, in line with performance metrics and service level agreements for customer care at FSC.
- Support/Manage the implementation and maintenance of customer care software and tools, including the set-up and roll-out of a service desk ticketing system.
- Support the development/Develop process improvements to enhance the efficiency and effectiveness of the Customer Care programme.
- Analyse customer service metrics and prepare reports to inform strategic decisions.
- Monitor and analyse client feedback to identify areas for improvement related to customer care, FSC products etc.
- Collaborate with other FSC units to ensure seamless customer service delivery.
- Perform additional tasks as agreed with the Programme Manager, Customer Care.
Your profile
Education and Training:
o University degree or equivalent training or experience in a relevant field (e.g. customer service management, business administration, management, marketing).
Working Experience, Style and Skills:
o At least 3 to 5 years of relevant professional experience.
o Strong time management skills and ability to handle multiple functions simultaneously.
o Solution-oriented attitude with a natural ability to collaborate and drive results through teamwork.
o Solution- and service-oriented attitude to work.
o Ability to handle complex client issues and resolve conflicts effectively.
o Ability to develop and manage processes.
o Strong sense for diligence and accuracy.
Language Skills:
o Fluency in English (spoken and written).
o Spanish (spoken and written) is a plus.
Communication Skills:
o Exemplary verbal and written communication skills.
o Ability to establish and maintain positive interpersonal relations across diverse groups.
Digital Skills:
o Experience with standard software packages (MS Office), CRM, ticketing systems.
Why us?
Why Join FSC in Bonn, Germany?
- Be part of a globally recognized organization at the forefront of sustainable forestry and contribute to the mission to help protect the world’s forests.
- Play an active role in the FSC global community of 400+ forest stewards who come together in-person at least once a year.
- Benefit from cross-cultural collaboration and networking opportunities by working in a dynamic, inclusive, and diverse international culture with over 60 nationalities represented under one roof.
- Enjoy comprehensive benefits, including relocation assistance if needed, and investment in training and development opportunities (e.g., LinkedIn Learning, Learning Lunches and more) to advance your career.
- Explore the vibrant federal city of Bonn, home to Beethoven, Haribo, and the beautiful Rhein River promenade including many urban parks and close access to nature. As Germany's UN City and second capital, Bonn is an international city with a rich cultural heritage, recently celebrating its 2000th anniversary. Learn more about the city or take a virtual stroll.
- Embrace work-life balance: beyond Bonn's borders, unlock Europe's wonders with 30 working days of vacation at your disposal. Whether it's skiing in the Swiss Alps or basking in the sun on Mediterranean shores, your European adventures await.
Ready to make a difference? Join FSC and help shape a sustainable future. Apply now with your resume and cover letter, showcasing your achievements and how you can contribute to FSC's mission.
The Fine Print
- Location: Bonn, Germany.
- Working Hours: Full time - 40 hours per week.
- Duration of Employment: Temporary contract - 2 years (extension possible, subject to satisfactory performance).
- Starting Date: As soon as possible.
How to Apply
Ready to make a difference? Join FSC and help shape a sustainable future. Don't delay - apply now!
- Please apply by submitting your CV in English.
- Please do not send any photos of yourself.
- The deadline for applications is 31 January 2025.
For FSC, inclusiveness and diversity are important values. As such, we welcome and encourage applications from all backgrounds and are entirely committed to consider all qualified applicants regardless of race, gender, sexual orientation, religion, ethnicity, age and disability.
We will confirm receipt of your application. Should you not receive a confirmation of receipt please check your spam filter and if you cannot find it there contact us at careers@fsc.org
Please be informed, that by applying for this position you automatically accept our Data Protection Information on processing your personal data.
We are looking forward to your application!
Apply for this job
About us
Welcome to FSC!
The Forest Stewardship Council (FSC) is a globally recognized non-profit organization at the forefront of promoting sustainable forestry. With over 150 million hectares of certified forests and a trusted reputation among NGOs, consumers, and businesses, FSC is leading the way in ensuring the long-term health and resilience of the world’s forests.
Apply for this job
We are looking forward to hearing from you!
Thank you for your interest in FSC. Please fill out the following short form. Should you have difficulties with the upload of your data, please send an email to recruitment@fsc.org.
Data privacy statement
Uploading document. Please wait.
Send application Please add all mandatory information with a * to send your application.
Cancel
