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. The role is essential to provide customer-facing teams with tools, clear processes, and information to upskill and support staff. Relationship management, a critical mindset, and customer satisfaction are guiding principles in this work to enhance the overall customer experience and journey.
Responsibilities
Serve as a business stakeholder for the Customer Care Department.
Liaise with different teams and departments to align and streamline processes that directly impact customer satisfaction and KPIs.
Facilitate the exchange of information and provide comprehensive reports to the COS Manager on matters impacting customer experience.
Coordinate User Acceptance Tests (UAT) for Customer Service (CS) and Back Office (BO) and communicate findings back to respective departments.
Act as a stakeholder manager, bringing in appropriate SMEs to support and consult on specific topics.
Serve as a Subject Matter Expert (SME) within the team, supporting upskilling initiatives, internal communications, and training development.
Provide insights for SOPs, workarounds, and procedure creation.
Support and initiate the creation of process flows and assignment of roles and responsibilities within teams for system processes.
Facilitate trainings for COS trainers.
Establish Standard Operating Procedures (SOPs) and Work Instructions derived from technical insights.
Contribute to UAT process improvements and ensure quality feedback is provided to the business.
Support with the publication of assets in the Knowledge base platform.
Qualifications and Experience
Bachelor’s degree in Project Management, Business Administration, Process Engineering, or a related field (or equivalent work experience within Rainforest Alliance).
A minimum of 3 years of proven expertise in Customer Care positions or process design.
Competence in Customer Service operational tasks.
Experience in relationship management and collaborating effectively in cross-functional teams.
Experience in executing UATs and project management, with an eye for detail and efficiency.
Exceptional writing, editing, and verbal communication skills in English.
Proficiency in Microsoft 365 Applications.
Strong organizational skills to manage multiple priorities.
Knowledge of sustainability practices or experience with certification in sustainable agriculture/forestry is preferred.
Openness to travel as needed.
How to Apply
Interested and qualified candidates should apply online through the Rainforest Alliance recruitment portal via the link provided below.
