Customer Service Advisor

Job ID: 42538
Location: Naza Tower, Kuala Lumpur, Malaysia
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.

LRQA currently operates across 50 countries, has more than 2,500 colleagues, generates £315m in revenue, and supports more than 60,000 clients across a diverse range of sectors and markets.

**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.

**Responsibilities**:

- 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.

**Technical / Professional Requirements**
- Excellent IT Skills including SAP & Oracle Knowledge (preferred)
- Experience in client facing role 1-2 years (preferred)
- Fluent English &
- Indonesian/Malay Language (written and verbal)

Diversity and Inclusion at LRQA:
We are on a mission to be the place where we all want to work and we are passionate about embracing different perspectives because we understand the value this brings to our business, our clients and each other. We are all about creating a safer and more sustainable future and our inclusive culture is right at the heart of our business.

Together our employees make our communities better and we want you to be part of our diverse team

LRQA is a leading global assurance provider. The integrity and expertise we bring to our partnership with clients support their journey to a safer, more secure and more sustainable future. (Group entities).