Job Description
This is a remote position.
Location: Remote (GMT Time Zone Required)
Work Schedule: Monday to Friday, 8:00 AM – 5:00 PM (1-hour unpaid break)
Reports To: Operations Manager
About the Role
* Serve as a key player in the delivery of the Customer Care Programme to global clients
* Focus on enhancing client satisfaction, engagement, and retention
* Support the growth of service adoption and program migration
* Collaborate across internal teams to ensure seamless service delivery
* Provide a balance of client-facing, technical, administrative, and reporting responsibilities
Key Responsibilities
Client Service & Relationship Management
* Act as the primary point of contact for clients, managing ongoing communications
* Provide support for technical queries and service-related issues
* Manage certification scheduling, coordination, and follow-up
* Ensure clients receive timely updates and exceptional service experiences
* Promote value-added services to enhance client engagement and satisfaction
* Monitor and report on client feedback and service outcomes
Administrative & Operational Support
* Maintain accurate client records and reporting data
* Ensure CRM systems and data entry protocols are up to date
* Support the planning and logistics of training programs
* Uphold confidentiality and quality standards in data handling
* Assist with general admin tasks related to client servicing and internal coordination
Business Development & Client Engagement
* Support client onboarding, renewals, and relationship expansion activities
* Collaborate with internal teams for contract management and government liaison
* Identify upselling and cross-selling opportunities for advisory services
* Keep CRM systems updated with key client information and progress
Benchmarking & Data Reporting
* Assist in collecting, analyzing, and presenting benchmarking data
* Help clients interpret benchmarking results and performance insights
* Contribute to the timely delivery of accurate reports
Internal Coordination & Updates
* Provide regular updates to internal stakeholders on client activity and performance
* Ensure timely internal reporting to support decision-making and service monitoring
Required Qualifications
* Bachelor’s degree in Tourism Management, Environmental Management, Business, or a related field
* Fluent in English and either Italian or German
* At least 3 years of experience in a client-facing or relationship management role
* Experience working in sustainability, tourism, or certification programs is highly desirable
* Strong knowledge of Microsoft Office (especially Excel, Word, and Outlook)
* Familiarity with CRM tools and data reporting systems
Core Competencies & Attributes
* Strong interpersonal and communication skills
* Proactive, client-focused mindset with a commitment to delivering results
* High attention to detail and organizational skills
* Ability to work independently and manage multiple tasks simultaneously
* Professional discretion, integrity, and reliability
* Genuine interest in sustainability, environmental responsibility, or tourism impact
Work Expectations
* Maintain consistent availability during GMT business hours
* Deliver high-quality service across all client interactions
* Identify opportunities to improve client experience and internal efficiency
* Support internal teams with accurate documentation and reporting
* Uphold the values and mission of the organization in every interaction
Independent Contractor Perks
* HMO Coverage in eligible locations
* Permanent work from home
* Immediate hiring
* Steady freelance job
Requirements
Strong interpersonal and communication skills Proactive, client-focused mindset with a commitment to delivering results High attention to detail and organizational skills Ability to work independently and manage multiple tasks simultaneously Professional discretion, integrity, and reliability Genuine interest in sustainability, environmental responsibility, or tourism impact