• Develop and implement the Customer Care programme strategy aligned with FSC’s strategic goals.
• Oversee the day-to-day operations of the Customer Care team to ensure efficient and effective handling of client enquiries on topics such as EUDR and AAF.
• Build, manage and nurture a team of customer care professionals, fostering their growth and success.
• Develop customer support processes and standard operating procedures; identify and implement process improvements to enhance the efficiency and effectiveness of the Customer Care programme.
• Oversee the implementation and maintenance of customer care software and tools, including the set-up and roll-out of a service desk ticketing system.
• Establish performance metrics and service level agreements for customer care at FSC.
• Oversee the monitoring and analysis of client feedback to identify areas for improvement related to customer care, FSC products etc.
• Monitor programme performance and identify opportunities for enhancement.
• Collaborate with other FSC units to ensure seamless customer service delivery.

Education and Training: 
o    University degree or equivalent training or experience in a relevant field (e.g. customer service management, business administration, management, marketing).
 
Working Experience, Style and Skills: 
o    At least 7 years of relevant professional experience, including demonstrated experience in people management. 
o    Strong leadership skills, with the ability to motivate and develop a team of customer care professionals.
o    Strong time management skills and ability to handle multiple functions simultaneously. 
o    Solution-oriented attitude with a natural ability to collaborate and drive results through teamwork. 
o    Solution- and service-oriented attitude to work.
o    Ability to handle complex client issues and resolve conflicts effectively.
o    Ability to develop and manage processes.
o    Strong sense for diligence and accuracy.

Language Skills:
o    Fluency in English (spoken and written).
o    Spanish (spoken and written) is a plus.

Communication Skills:
o    Exemplary verbal and written communication skills.
o    Ability to establish and maintain positive interpersonal relations across diverse groups.

Digital Skills:
o    Experience with standard software packages (MS Office), CRM, ticketing systems.

Why Join FSC in Bonn, Germany?

• Be part of a globally recognized organization at the forefront of sustainable forestry and contribute to the mission to help protect the world’s forests.
• Play an active role in the FSC global community of 400+ forest stewards who come together in-person at least once a year.
• Benefit from cross-cultural collaboration and networking opportunities by working in a dynamic, inclusive, and diverse international culture with over 60 nationalities represented under one roof.
• Enjoy comprehensive benefits, including relocation assistance if needed, and investment in training and development opportunities (e.g., LinkedIn Learning, Learning Lunches and more) to advance your career.
• Explore the vibrant federal city of Bonn, home to Beethoven, Haribo, and the beautiful Rhein River promenade including many urban parks and close access to nature. As Germany's UN City and second capital, Bonn is an international city with a rich cultural heritage, recently celebrating its 2000th anniversary. Learn more about the city or take a virtual stroll.
• Embrace work-life balance: beyond Bonn's borders, unlock Europe's wonders with 30 working days of vacation at your disposal. Whether it's skiing in the Swiss Alps or basking in the sun on Mediterranean shores, your European adventures await.

Ready to make a difference? Join FSC and help shape a sustainable future. Apply now with your resume and cover letter, showcasing your achievements and how you can contribute to FSC's mission.

• Location: Bonn, Germany.
• Working Hours: Full time - 40 hours per week.
• Duration of Employment: Temporary contract - 2 years (extension possible, subject to satisfactory performance). 
• Starting Date: As soon as possible.

How to Apply 
Ready to make a difference? Join FSC and help shape a sustainable future. Don't delay - apply now!

• Please apply by submitting your CV in English.
• Please do not send any photos of yourself.
• The deadline for applications is 31 January 2025.

For FSC, inclusiveness and diversity are important values. As such, we welcome and encourage applications from all backgrounds and are entirely committed to consider all qualified applicants regardless of race, gender, sexual orientation, religion, ethnicity, age and disability.   
 
We will confirm receipt of your application. Should you not receive a confirmation of receipt please check your spam filter and if you cannot find it there contact us at careers@fsc.org
 
Please be informed, that by applying for this position you automatically accept our Data Protection Information on processing your personal data.
 
We are looking forward to your application!