Customer Service Officer

3 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia BSI Full time

Great that you're thinking about a career with BSI

Purpose of the role:

The Customer Service Officer's primary role is to deliver the best customer support and act as the company's brand ambassador to all its new and existing customers by providing them with accurate and timely responses to all their inquiries.

Key Responsibilities:

  • Maintaining a portfolio of accounts by providing support, knowledge, and administration duties to customer relations and sales departments through the customer life cycle.
  • Planning workflow and processes of assessment planning and delivering to achieve individual, departmental, and organizational objectives.
  • Day-to-day customer service processes, ensuring appropriate transparency, consistency, timeliness, and compliance with procedures, covering the scope of functions.
  • Support the planning workflow and processes of assessment planning and delivery to achieve individual, departmental, and organizational objectives.
  • Supporting the daily operational activities relating to the customer services process to achieve the KPI of the company, ensuring appropriate transparency, consistency, timeliness, and compliance with procedures, covering the scope of functions. In particular:
    • Perform billing/invoicing and follow up with clients after completion of the assessment.
    • Perform credits and refunds and validate payments.
    • Delivery against planned targets and ensuring all administrative activities are delivered in accordance with operational requirements.
    • Maintain the integrity of the customer database through regular clean-ups, enrichment processes, and ensuring data is accurately input.
    • Handle customer complaints, taking corrective action and escalating if required.
    • Deliver enhanced service levels for predefined clients in line with the strategy for managing accounts within the business.
    • Liaise with sales, production, or service providers and others to facilitate the effective delivery of customer service.
    • Keep a good relationship with the client, coordinate and solve issues between clients and planners, and provide high-quality customer service.
    • Ensure high-quality and prompt responses to internal and/or external customer inquiries.
    • Identify, gain agreement on, and implement improvements to internal processes to improve the efficiency of the Department.
    • Provide input into internal projects whilst retaining focus on KPIs.
    • Take responsibility for generating and processing reports when required.
    • Perform against Customer Service standards (SLAs) to ensure all customer contact is responded to within agreed SLAs.
    • Process ad hoc administrative duties and provide support across the Customer Relations department to achieve departmental goals and targets.
  • Act as a Brand Ambassador for BSI and act as the first point of contact for BSI Customers to maintain and increase revenue through the sales of subscriptions and British, European, and international standards. This means acting ethically, following company rules, and promoting BSI services to clients so they are able to optimize business performance and "Make Excellence a Habit".

Our Excellence Behaviours: Client-centric, Agile, Collaborative. These three behaviours represent how we do things at BSI. They help us ensure that BSI is a great place to work and a highly successful business.

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