Customer Care Programme Manager (m-f-d)
FSC Global Development GmbHBonn, Nordrhein-Westfalen, DEThe Scope
We are looking for an engaged Programme Manager, Customer Care who brings solid expertise and a passion for FSC’s mission, to work with us in an international environment.
The Programme Manager, Customer Care will lead the development, implementation, and management of FSC’s Customer Care programme and play a pivotal role in enhancing customer satisfaction and loyalty. The Programme Manager will lead a team of customer care professionals, develop strategic initiatives to improve service delivery, and act as a liaison between the customer care team and other departments within the organization.
Main Roles & Responsibilities
- Develop and implement the Customer Care programme strategy aligned with FSC’s strategic goals.
- Oversee the day-to-day operations of the Customer Care team to ensure efficient and effective handling of client enquiries on topics such as EUDR and AAF.
- Build, manage and nurture a team of customer care professionals, fostering their growth and success.
- Develop customer support processes and standard operating procedures; identify and implement process improvements to enhance the efficiency and effectiveness of the Customer Care programme.
- Oversee the implementation and maintenance of customer care software and tools, including the set-up and roll-out of a service desk ticketing system.
- Establish performance metrics and service level agreements for customer care at FSC.
- Oversee the monitoring and analysis of client feedback to identify areas for improvement related to customer care, FSC products etc.
- Monitor programme performance and identify opportunities for enhancement.
- Collaborate with other FSC units to ensure seamless customer service delivery.
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 7 years of relevant professional experience, including demonstrated experience in people management.
o Strong leadership skills, with the ability to motivate and develop a team of customer care professionals.
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?
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
How to Apply
Ready to make a difference? Join FSC and help shape a sustainable future. Don't delay - apply now!
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.
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We are looking forward to your application!
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.