Senior Customer Care Officer – Relationship Management & Service Excellence – Croatia – Remote & Flexible – Driving Client Success in a Global Sustainability Consulting Firm
About brighthush
brighthush is a global trailblazer in assurance, risk management, and sustainability consulting, operating in more than 50 countries worldwide. Our mission is to empower businesses and public sector organizations to navigate complex regulatory landscapes, adopt resilient practices, and unlock sustainable growth. By combining deep industry expertise with innovative technology solutions, we help our clients build safer, more responsible operations that deliver lasting value to stakeholders.
In Croatia, brighthush is rapidly expanding its footprint to support local enterprises, government agencies, and non‑profit organizations. We are looking for a passionate, customer‑centric professional to join our Customer Care team as a Senior Customer Care Officer. This role is pivotal in building lasting relationships, ensuring compliance, and driving client satisfaction across our diverse portfolio.
Why Join brighthush?
- Impactful Work: You’ll directly influence how clients achieve safety, compliance, and sustainability goals, making a tangible difference in their operations and the communities they serve.
- Career Growth: brighthush offers structured career paths, mentorship programs, and cross‑functional projects that enable you to broaden your skill set and advance quickly.
- Inclusive Culture: We celebrate diversity, foster collaboration, and encourage continuous learning. Every voice is heard, and every idea has the potential to shape our future.
- Competitive Compensation: A comprehensive package that rewards performance, experience, and dedication, including base salary, performance bonuses, and benefits.
- Flexibility: Remote work options with a supportive virtual environment, flexible hours, and a focus on work‑life balance.
Key Responsibilities
As a Senior Customer Care Officer, you will be the primary point of contact for our clients in Croatia, ensuring seamless service delivery and fostering long‑term partnerships. Your day‑to‑day tasks will include:
- Managing end‑to‑end customer projects, from onboarding to project closeout, ensuring all milestones are met on time and within budget.
- Coordinating and scheduling audits, inspections, and compliance checks, and ensuring that all deliverables meet industry standards.
- Issuing certificates, reports, and official documentation in accordance with ISO, local regulations, and client expectations.
- Maintaining accurate client records in our CRM system, ensuring data integrity, and leveraging analytics to drive decision‑making.
- Acting as a liaison between clients and internal teams (technical, legal, finance) to resolve issues promptly and maintain high service levels.
- Monitoring client satisfaction metrics, conducting regular check‑ins, and implementing improvement initiatives to elevate the client experience.
- Providing proactive communication on regulatory changes, service updates, and best practices, positioning brighthush as a trusted advisor.
- Collaborating with sales and marketing teams to identify upsell opportunities, cross‑sell services, and contribute to revenue growth.
- Participating in quarterly business reviews, preparing insightful reports, and presenting findings to senior leadership.
Essential Qualifications
To thrive in this role, you should possess the following:
- Completed commercial training or a Bachelor’s/Master’s degree in Business, Finance, or a related field.
- Proven experience building and maintaining customer relationships in a service‑oriented environment.
- Fluency in German (very good) and strong written and spoken English (good).
- Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and CRM platforms.
- Strong organizational skills, with the ability to manage multiple projects simultaneously.
- Excellent communication and interpersonal skills, capable of influencing stakeholders at all levels.
- Background check clearance as required by brighthush policies.
Preferred Qualifications
While not mandatory, the following will give you a competitive edge:
- Experience in the assurance, risk management, or sustainability consulting sectors.
- Knowledge of ISO standards, regulatory frameworks, or industry certifications.
- Previous remote work experience with a self‑driven, results‑oriented mindset.
- Additional language skills (e.g., Croatian, Serbian, or other regional languages).
- Certifications in project management (PMP, PRINCE2) or customer service excellence.
Skills & Competencies
Success in this role requires a blend of technical, analytical, and soft skills:
- Customer‑First Mindset: Anticipate client needs and deliver solutions that exceed expectations.
- Project Management: Plan, execute, and monitor projects with precision and accountability.
- Analytical Thinking: Interpret data, identify trends, and recommend actionable insights.
- Problem Solving: Resolve complex issues swiftly while maintaining client trust.
- Collaboration: Work effectively across cross‑functional teams and remote environments.
- Adaptability: Thrive in a dynamic, fast‑paced setting with evolving client demands.
- Technology Savvy: Comfortable with CRM systems, data analytics tools, and virtual collaboration platforms.
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent and unlocking potential. As a Senior Customer Care Officer, you will:
- Participate in a structured onboarding program that covers industry fundamentals, brighthush processes, and client engagement strategies.
- Access a wealth of learning resources, including e‑learning modules, webinars, and industry conferences.
- Benefit from mentorship programs pairing you with senior leaders in customer success and consulting.
- Advance into specialized roles such as Senior Customer Success Manager, Project Lead, or Business Development Analyst.
- Contribute to cross‑regional initiatives, gaining exposure to global best practices and diverse markets.
- Earn professional certifications supported by a dedicated budget and time allowance.
Work Environment & Culture at brighthush
Our culture is built on trust, collaboration, and continuous improvement. Key aspects include:
- Remote‑first mindset with robust virtual collaboration tools (Teams, Slack, Zoom).
- Inclusive decision‑making, where every voice is heard and valued.
- Regular virtual town halls, team‑building activities, and knowledge‑sharing sessions.
- Commitment to work‑life balance, with flexible hours and generous vacation policies.
- Focus on sustainability, encouraging eco‑friendly practices and community engagement.
- Annual “Innovation Day” where teams pitch new ideas that can shape our service offerings.
Compensation & Benefits
While specific figures are tailored to experience and market conditions, brighthush offers a competitive package that typically includes:
- Base salary aligned with industry standards for senior customer care roles.
- Performance‑based bonuses and incentive programs.
- Health, dental, and vision insurance plans.
- Retirement savings plan with company matching.
- Professional development budget for certifications, courses, and conferences.
- Paid time off, sick leave, and parental leave.
- Employee wellness initiatives, including virtual fitness classes and mental health resources.
- Annual stipend for home office equipment and high‑speed internet.
How to Apply
Ready to make a difference and grow your career with brighthush? Submit your resume and a brief cover letter outlining why you’re the ideal fit for the Senior Customer Care Officer role. We look forward to exploring how your skills and passion align with our mission to create a safer, more sustainable world.