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
Required Skill Profession
Information And Record Clerks