Customer Service Officer

Mô tả Công việc
The Customer Service is the primary point of contact for clients applying for OEKO-TEX® certifications and renewals. The role is responsible for coordinating the certification process, providing guidance on application requirements and documentation, reviewing submission completeness, and facilitating communication between clients and internal technical teams to ensure timely processing.
The Customer Service supports clients throughout the certification journey by responding to inquiries, monitoring project progress, maintaining accurate records, and ensuring that all activities are carried out in accordance with OEKO-TEX® procedures, quality requirements, and customer service standards.
Preparing the testing samples and send them to the Laboratory.
Serve as the primary point of contact for clients seeking OEKO-TEX® certifications (e.g., STANDARD 100, MADE IN GREEN, STeP, ECO PASSPORT).
Guide customers through the application and renewal processes, ensuring compliance with OEKO-TEX® standards.
Respond to inquiries via email, phone, and chat regarding certification requirements, documentation, and timelines.
Stay updated on OEKO-TEX® guidelines and global sustainability regulations.
Handle complaints or escalations professionally and in accordance with OEKO-TEX® protocols.
Coordinate with internal departments and testing laboratories to facilitate certification workflows or improvement of the certificate process.
Maintain accurate customer records and certification status in CRM systems and provide post-certification support, including label usage guidance and marketing resources.
Plan and conduct on-site and remote audits for OEKO-TEX® certifications and other relevant standards (including evaluating environmental, chemical, and social compliance in textile production facilities, review documentation, interview staff, and inspect processes to verify adherence to OEKO-TEX® criteria and other standards)