LRQA

Senior Customer Service Advisor

LRQA

full-time

Posted on:

Location Type: Office

Location: Shanghai • China

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Job Level

Senior

About the role

  • Submitting certification and audit information to CNCA website according to CNCA requirement.
  • Ensure correct certificate information are disclosed on LRQA website for active, withdraw and suspended certificates.
  • Taking customer services adviser role for Food Safety Management Scheme 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.
  • 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 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.
  • 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.

Requirements

  • Submitting certification and audit information to CNCA website according to CNCA requirement.
  • Ensure correct certificate information are disclosed on LRQA website for active, withdraw and suspended certificates.
  • Taking customer services adviser role for Food Safety Management Scheme 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.
  • 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 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.
  • 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.
Applicant Tracking System Keywords

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

Hard Skills & Tools
certification managementaudit information submissiondata accuracyinvoicingrelationship managementprocess improvementcustomer serviceresource deliverySLAs managementBA systems
Soft Skills
planningprioritizationcommunicationproblem-solvingcustomer engagementproactive supportteam collaborationadaptabilityattention to detailescalation management