Customer Service Advisor

Job ID:40065
Location:Kuala Lumpur : Naza Tower : Plat
Position Category:Customer Service
Position Type:Employee Fixed Term

**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.

**Key responsibilities**
- 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.
- 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 (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.
- Build and maintain excellent relationships through proactive communication and action, ensuring contractual requirements and customer expectations are understood and refer opportunities for new business as appropriate.
- 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. Liaise with and provide support to other offices/ departments as may be required.
- Develop a thorough understanding of BA&IS products, services, systems and processes.

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).