We are ISO, the largest developer of International Standards. We bring together experts, to share knowledge and develop standards that provide solutions to global challenges. This is because we believe that great things happen when the world agrees. We have an exciting opportunity at our Central Secretariat in Geneva.

ISO is committed to be an equal opportunity employer and to creating a culture and environment where each employee is an active contributor to our collective success. All qualified applicants will receive consideration for employment without regard to ethnicity, religion, gender, gender identity or expression, sexual orientation, national origin and culture, disability, or age.

Customer care & marketing operations representative (80%)

Role

Customer Care at ISO Central Secretariat offers guidance and assistance to enhance the dissemination of ISO Publications, supporting both ISO members and users to ensure customer satisfaction. Additionally, this role will provide support in commercial and marketing back-office activities, assisting relevant team members in executing key initiatives.
The Customer Care & Marketing operations representative helps users access ISO Publications through multiple distribution channels, addresses customer inquiries globally, and contributes to marketing and commercial operations, ensuring a seamless customer experience.

Key responsibilities

Customer Care (50%)

• Customer support: address customer inquiries related to ISO publications and related sales processes.
• Dissemination of ISO Publications: support ISO Members and ISO Central Secretariat’s Third-Party Distributors in accessing ISO Publications for further distribution. Provide assistance and after-sales service to end-users purchasing ISO Publications through the ISO webstore and ISOlutions webstores.
• Exploitation and protection of ISO’s Copyright and Trademark: provide information to end-users on licensing options for ISO publications and the authorized use of the ISO logo. Assist and inform ISO Members and end-users on the use of ISO Copyright and Trademark.
• Knowledge base management: maintain and update a comprehensive FAQ section to help customers find answers to common questions quickly.
• Reporting and analysis: generate regular reports on Customer Care metrics, feedback, and trends to inform strategic decisions and improvements.
• Process and channels improvement: identify and implement enhancements to improve efficiency and customer satisfaction.

Marketing operations (50%)

• Support the execution of marketing and commercial initiatives, including meetings and webinars, by coordinating with internal stakeholders and managing follow-up activities.
• Conduct preliminary research and analysis to support tactical and strategic marketing and commercial projects.
• Assist in creating and maintaining commercial and marketing documents, such as price lists, promotional materials, and presentations.
• Support the development and distribution of reports on sales, campaign performance, and customer engagement.
• Manage customer and partner databases, ensuring data accuracy and consistency.

Qualification and Experience

• At least 3 years of experience in customer service, commercial operations, marketing support, or a related field.
• Bachelor’s degree in business administration, marketing, communications, or a related field.
• Excellent knowledge of English and French (C1 level minimum); other languages are an asset.
• Proficiency in customer service, CRM, and marketing automation software.

Skills

• Strong interpersonal and communication skills.
• Highly motivated, reliable, and customer-focused.
• Ability to work in a multicultural environment and handle sensitive issues.
• Strong problem-solving skills and attention to detail.
• Ability to work independently and as part of a team.
• Strong organizational and time management skills.
• Analytical mindset with the ability to generate insights from data.
• Adaptability and willingness to support multiple functions within the organization.

Deadline for applications: 6 April 2025