Customer Operations Process & UAT Officer

The Customer Operations Process & UAT Officer (COS) is responsible for supporting the Rainforest Alliance’s units, such as Customer Success and Back Office teams in the Customer Care Department. Project, process management and subject matter expertise skills are essential to provide customer-facing teams with tools, clear processes and information to upskill/support staff. Relationship management, a critical mindset and customer satisfaction are guiding principles in this work to enhance the overall customer experience and journey.

Requirements

Bachelor’s degree, Project Management, Business Administration, Process Engineering, or a related field, or demonstrate equivalent work experience within the Rainforest Alliance
A minimum of 3 years of proven expertise in Customer Care positions or process design is desirable and competence in Customer Service operational tasks
Experience in relationship management with various departments and supports information cascading and collaborate effectively in cross-functional teams
Experience in executing UAT’s and project management, with a keen eye for details and efficiency/optimalization
Showcase experience as a Subject Matter Expert through successful engagement in customer facing roles or similar positions
Possess exceptional writing, editing, and verbal communication skills in English, and ideally, in additional language(s)
Proficiently navigate Microsoft 365 Applications
Leverage strong and agile organizational skills to manage multiple priorities within business hours, demonstrating excellent interpersonal and analytical abilities, customer focus, and meticulous attention to detail
Hold knowledge of sustainability practices, a deep passion for environmental issues, and preferred experience with certification in sustainable agriculture and/or forestry
Be open to travel as needed for the role

Responsibilities

Serve as a business stakeholder for the Customer Care Department
To liaise with different teams and departments that collaborate with or interact with the Customer Care Department, bringing together relevant stakeholders to align and streamline processes that directly impact customer satisfaction and KPIs for the Customer Care department
To facilitate the exchange of information and subsequently provide comprehensive reports to the COS Manager on matters impacting customer experience and journey
Coordinate User Acceptance Tests (UAT) for Customer Service (CS) and Back Office (BO) and communicate findings effectively back to the respective departments
The role holds a strong overall understanding of the topics impacting the Customer Care department, while primarily acting as a stakeholder manager who brings in the appropriate SMEs to support and consult on specific topics (additionally functioning as a Subject Matter Experts (SME) on defined/relevant topics)
Serve as a Subject Matter Expert within the team, upskilling initiatives, internal communications, training development, and providing valuable insights for SOP, workarounds and procedure creation
Supports, initiates, creation of process flows, assignment of roles and responsibilities within teams for processes around system and UAT’s and validates internal communications that impact the CC department
Supports and facilitates trainings for COS trainers
Initiate, coordinate, contribute and/or establish Standard Operating Procedures (SOPs), Work Instructions and Workarounds derived from technical insights, specifically catering to the needs of the Customer Care Department
Contribute to UAT process improvements. Ensure that quality feedback is provided, promote a clear understanding and active participation from the assigned UAT team, and flag critical issues in a timely manner that may impact the business
Support with the publication of assets in the Knowledge base platform

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