Customer Care Representative

Description

**Company Description** SGS is the world's leading inspection, verification, and certification company. Recognized globally as the benchmark for quality and integrity, we employ over 93,000 people and operate a network of more than 2,600 offices and laboratories worldwide. Our mission is to add value to society by building a better, safer, and more interconnected world. **Job Description** The Customer Care Representative serves as the strategic link between commercial, operations, and client teams, responsible for ensuring the proper execution, tracking, and integrity of services—from acceptance and planning through implementation and deliverables. This role ensures an efficient service experience aligned with commercial commitments, maintaining timely communication with clients and internal departments to guarantee operational compliance, rapid resolution of incidents, and uninterrupted service continuity. Additionally, it promotes client loyalty and satisfaction through proactive follow-up, strengthening long-term relationships and contributing to the achievement of business objectives and organizational profitability. **Requirements** Key Responsibilities * Notify and confirm scheduled audits with the client (excluding unannounced audits). * Confirm audits in the schedule and coordinate requested changes from the client with the Scheduling Department. * Send audit plans (AP) and service confirmation letters. * Manage and dispatch work orders (WO) to audit teams along with relevant documentation and logistics support. * Coordinate flight bookings, accommodations, and transportation arrangements where applicable. * Send confirmed service logistics information to the client. * Manage documentation and information archiving in internal systems such as CertIQ and Applaudd. * Quote services, flights, and accommodations when required. * Track auditor team loading in the system. * Manage administrative communications related to contact updates and portal access permissions. * Follow up on report delivery and service closure. **Additional Information** Academic Qualifications * Bachelor’s degree, engineering degree, technical diploma, or equivalent in Business Administration or related fields. * Graduated, intern, or degree completed. Experience * Minimum 1 year in administrative roles. * Experience in client service and follow-up. * Interaction and coordination with operational departments. Knowledge * Proficiency in Windows and Microsoft Office suite. * Advanced English mandatory (written and spoken). * Basic knowledge of Quality Management Systems. * General understanding of Corporate Social Responsibility topics. Specific Competencies * Negotiation. * Effective communication at all levels. * Client focus and orientation. * Problem solving. * Working under pressure. * Teamwork. Working Conditions * Availability to travel between office locations.