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- Prioritise, plan and ensure completion of all customer activity from planning 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).
- Ensure effective and timely invoicing of accounts and that systems are updated with the right notes and purchase order.
- Champion customer needs and manage/ anticipate customer complaints to support a positive experience.
- Share operational issues as appropriate.
- Ensure accuracy and completeness of data in LRQA's systems (in line with internal procedures, contractual requirements, cost structures and budget constraints) within or ahead of agreed SLAs, to support smooth delivery of resources and invoicing.
- Build and maintain excellent relationships, ensuring contractual requirements and customer expectations are understood.
- Respond to queries within or ahead of agreed SLAs and escalate service delivery issues as appropriate to the relevant manager.
- Carry out tasks at the request of people managers and actively contribute to team meetings and initiatives.
- Liaise with and provide support to other team members, departments and offices, as may be required.
- Develop an understanding of BA&IS products, services, systems and processes.
- Excellent IT Skills including SAP & Oracle Knowledge (preferred)
- Experience in client facing role - years (preferred)
- Fluent English & – Indonesian/Malay Language (written and verbal)
Customer Service Advisor - Kuala Lumpur, Malaysia - LRQA
Description
Role Purpose
Ensure a positive customer journey by providing relationship management support as a named advisor across the whole client lifecycle, from planning through to invoice.
Job Responsibilities
Technical / Professional Requirements