LRQA

Customer Service Advisor

LRQA

full-time

Posted on:

Location Type: Office

Location: Kuala Lumpur • Malaysia

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About the role

  • Proactively responds to complex customer queries as required and supports less experienced colleagues
  • 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.
  • 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 within or ahead of agreed SLAs to support smooth delivery of resource and invoicing.
  • Build and maintain excellent relationships through proactive communication and action.
  • 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.

Requirements

  • Degree (Bachelor/ Master) with a minimum of 2-3 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)
Benefits
  • Local/Regional Pre-Employment Checks
  • Diversity and Inclusion at LRQA
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
client managementdata accuracyinvoicingprocess improvementproblem solving
Soft Skills
communicationinterpersonal skillsrelationship buildingteamworkmentoringproactive supportcustomer serviceissue resolution
Certifications
Bachelor's degreeMaster's degree