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