Customer Care & Planning Officer

DNV GL

Act as the primary point of contact for customers via phone, email, and the Customer Portal, managing inquiries and complaints in a timely and professional manner.

• Plan, schedule, and confirm audit activities with clients and auditors, ensuring compliance with applicable standards, procedures, and customer requirements.
• Maintain proactive communication with local auditors to confirm availability, align on audit plans, and resolve scheduling constraints.
• Manage scheduling, portfolio oversight, and advanced planning; coordinate with logistics, sales, and technical teams to support on-time delivery.
• Support the management of offers and renewal contracts, including associated customer care activities and internal process coordination.
• Monitor service metrics and customer feedback, prepare regular reporting, and contribute to continuous improvements in customer care and planning processes.
• Support invoicing activities by validating the accuracy of delivered services (e.g., audit days, scope, and chargeable items) and ensuring timely submission of required information.
• Provide planning support to project managers on complex engagements, as required based on experience and assignment.
• Maintain up-to-date knowledge of services, policies, and best practices to ensure accurate guidance to customers and internal stakeholders.

We help companies ensure compliance, build high-performing management systems, and meet competence needs within a wide range of industries. DNV helps companies understand and manage their risk picture through our management system certification and training portfolios.

• Minimum of 2 years experience in planning, project coordination, and/or logistics coordination.
• Secondary school graduate or higher.
• Strong ability to prioritize tasks and manage multiple activities simultaneously.
• Fluent in both French and English, with strong written and verbal communication skills.
• Experience working with complex CRM platforms; Oracle experience is an advantage.
• Proficient in MS Office applications.