Customer Operations Process & UAT Officer

ABOUT THE COMPANY The Rainforest Alliance is a growing network of people who are inspired and committed to working together to achieve our mission of conserving biodiversity and ensuring sustainable livelihoods. Through creative, pragmatic collaboration, we aim to rebalance the planet by building strong forests and healthy communities around the world. JOB SUMMARY 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.RequirementsBachelor’s degree, Project Management, Business Administration, Process Engineering, or a related field, or demonstrate equivalent work experience within the Rainforest AllianceA minimum of 3 years of proven expertise in Customer Care positions or process design is desirable and competence in Customer Service operational tasksExperience in relationship management with various departments and supports information cascading and collaborate effectively in cross-functional teamsExperience in executing UAT’s and project management, with a keen eye for details and efficiency/optimalizationShowcase experience as a Subject Matter Expert through successful engagement in customer facing roles or similar positionsPossess exceptional writing, editing, and verbal communication skills in English, and ideally, in additional language(s)Proficiently navigate Microsoft 365 ApplicationsLeverage strong and agile organizational skills to manage multiple priorities within business hours, demonstrating excellent interpersonal and analytical abilities, customer focus, and meticulous attention to detailHold knowledge of sustainability practices, a deep passion for environmental issues, and preferred experience with certification in sustainable agriculture and/or forestryBe open to travel as needed for the role RESPONSIBILITIES Serve as a business stakeholder for the Customer Care DepartmentTo 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 departmentTo facilitate the exchange of information and subsequently provide comprehensive reports to the COS Manager on matters impacting customer experience and journeyCoordinate User Acceptance Tests (UAT) for Customer Service (CS) and Back Office (BO) and communicate findings effectively back to the respective departmentsThe role holds a strong overall understanding of the topics impacting the Customer Care department, while