Job ID:42539
Location:LRQA - Kuala Lumpur - Naza Tower
Position Category:Customer Service
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.
What do we do?
We help our clients negotiate a rapidly changing world, by working with them to manage and mitigate the risks
they face. We serve a wide variety of industries, from food, beverage and hospitality to automotive, aerospace and
transportation.
From independent third-party auditing, certification and training; to consultancy services; to real- time assurance
technology; to data-driven supply chain transformation, our innovative end-to- end solutions help our clients
shape their own future, rather than letting it shape them.
LRQA currently operates across 51 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.
Key Responsibiities:
- Plan visits/activities, ensuring the right assessors are being used and optimised in the right place, and at the right cost to achieve utilisation targets and compliance with accreditation requirements.
- To undertake a range of activities and resolve queries for internal and external clients. This will include communicating the details of planned visits/activities to Assessors and ensuring contractual requirements and customer expectations are understood.
- Assist with the RFAT process (both requesting office and receiving office) providing ample notice and correspondence aligned to agreed timescales, supporting the prioritisation of key account
- Assist and guide the customer to the portal for basic customer queries.
- Ensure 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 our services.
- Build and maintain excellent relationships, ensuring contractual requirements and customer expectations are understood.
- Carry out tasks at the request of 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 Certification products, services, systems and processes and actively support knowledge transfer in this area.
- Preparation of Tenders, Renewal contracts (English/Arabic and Certificates for Arabic clients responsible to be delivered as per the KPI’s.
Requirements:
- Degree (Bachelor/ Master) with a minimum of 2-3 years of work experience in Customer Service preferably in a service industry.
- Strong communication, interpersonal and relationship-building skills
- Take responsibility for delivery customer needs
- Ability to proactively understand and assess issues, devise solutions and see them through to resolution
- Build and support teamwork, engaging actively and supporting others
- Proficiency in MS Office – a must
- Good command over English (written as well as spoken)
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).
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