Planning and Customer Care Officer

Key Responsibilities

• Care for customers throughout the entire service journey, from quotation and contract management to audit planning, service completion, and certificate issuance.
• Act as the primary point of contact for customers, handling inquiries, requests, and complaints professionally while building strong customer relationships.
• Work closely with customers and auditors, using strong communication and problem-solving skills to explain complex topics clearly and find appropriate solutions.
• Plan, schedule, and confirm audit activities, ensuring alignment with customer needs, contractual requirements, applicable standards, and internal procedures.
• Maintain proactive communication with auditors, coordinating availability and assignments and resolving scheduling or capacity constraints.
• Manage customer portfolios, audit scheduling, and forward planning, ensuring timely service delivery and taking ownership of day-to-day planning decisions.
• Support the management of quotations, contracts, and renewals, coordinating with Sales, Technical, Finance, and other internal stakeholders.
• Maintain accurate information and high data quality in internal systems while keeping up to date with services, processes, and applicable certification requirements.

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