Customer Service Advisor

Job ID:
Location:Kuala Lumpur : Naza Tower : Plat
Position Category:Customer Service
Position Type:Employee Regular

Who are LRQA?

LRQA stands for dedication to clients, market firsts, and deep expertise in risk management. We’ve grown to become a leading global assurance provider, bringing together outstanding expertise in certification, customised assurance, cybersecurity, inspection and training.

While we’re proud of our heritage, it’s who we are today that really matters, because that’s what shapes who we and our clients can become tomorrow. By staying true to our shared values and combining decades of collective experience, we support our clients in building a safer and more sustainable future.

With a presence in countries and a team of over , experts, we support more than , clients across diverse sectors.

Role
Proactively responds to complex customer queries as required and supports less experienced colleagues

Key Job Responsibilities:

• Responsible for ensuring a positive customer journey by providing specialist relationship management support as a named advisor, from planning to certification production through to invoice.
• Prioritise, plan and ensure completion of complex customer activity from planning to certification production through to invoice, in line with or ahead of agreed business SLAs (ensuring that utilisation for FTE colleagues vs subcontractors is optimised and that travel time, assessor competencies/ activity codes, usage of subcontractors are taken into account).
• Take responsibility to ensure effective and timely invoicing of accounts ensuring that BOS is updated with the right notes and purchase order. Liaise with the invoicing team to ensure effective and timely invoicing of accounts.
• Champion complex customer needs and manage/ anticipate customer complaints to support a positive experience.
• Proactively support the promotion of the portal by engaging with customers to ensure that they can use all aspects of the tool. Escalate operational issues as appropriate.
• Responsible for the accuracy and completeness of data in BA&IS systems (in line with internal procedures, contractual requirements, cost structures and budget constraints) within or ahead of agreed SLAs to support smooth delivery of resource and invoicing.
• Build and maintain excellent relationships through proactive communication and action, ensuring contractual requirements and customer expectations are understood and refer opportunities for new business as appropriate.
• Proactively respond to queries within or ahead of agreed SLAs and escalate service delivery issues as appropriate to the relevant manager. Proactively identify and propose improvements to processes and procedures.
• Proactively carry out complex tasks at the request of people managers and proactively contribute to team meetings and initiatives.
• Mentor less experienced colleagues and share knowledge of BA&IS's products, processes and designated customers. Liaise with and provide support to other offices/ departments as may be required.
• Develop a thorough understanding of BA&IS products, services, systems and processes.

Technical Requirements

• Degree (Bachelor/ Master) with a minimum of - years of work experience in Client Management preferably in a service industry.
• Strong communication, interpersonal and relationship-building skills
• Take responsibility for delivery customer needs
• Ability to proactively understand and assess issues, devise solutions and see them through to resolution
• Build and support teamwork, engaging actively and supporting others
• Proficiency in MS Office – a must
• Good command over English (written as well as spoken)

Shift Time : Required to work as per Melbourne time zone ( am to / pm Malaysia time)

Pre-Employment Checks
If you are successful in securing a role with us, we will carry out pre-employment checks in accordance with what is allowed under local law.
These checks will include, (as permitted):- right to work, identification, verification of employment history, education, and criminal records.
We may involve the third-party supplier to run the background checks as needed and your data will be retained for a period as needed for the purpose of employing you.
Your data will be stored in accordance with all relevant privacy legislation.
Please contact us if you have any questions or concerns.