Planning Advisor

Job ID:43574
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.

With a presence in 150 countries and a team of over 5,000 experts, we support more than 61,000 clients across diverse sectors. 

Role Purpose

Proactively responds to complex customer queries as required and supports less experienced colleagues.

Key Responsibilities & Requirements

• Serves as the local customer service representative and planner for ISO audits, managing the full process from client onboarding through to invoice issuance. The primary responsibility is client-facing, with a focus on planning audits and acting as the central point of contact to coordinate and address all matters and queries, including certificates and invoices.
• Prioritise, plan and ensure completion of customer activities from planning to certification production through to invoicing, in line with or ahead of agreed business SLAs (ensuring that utilisation of FTE colleagues vs subcontractors is optimised and that travel time, assessor competencies/activity codes, and usage of subcontractors are considered).
• Champion complex customer needs and manage/anticipate customer complaints to support a positive experience.
• Take responsibility to ensure effective and timely invoicing of accounts, ensuring that BOS is updated with the correct notes and purchase orders. Liaise with the invoicing team to ensure effective and timely invoicing of accounts.
• 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.

• 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 resources and invoicing.

• 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.
• 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.

Technical / Professional Qualifications / Requirements

• Degree (Bachelor/Master) with a minimum of 2–3 years of work experience in client management, preferably in the service industry.
• Strong communication, interpersonal and relationship-building skills
• Take responsibility for delivering 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 of English (written as well as spoken)

Pre-Employment Checks 

If you are successful in securing a role with us, we will carry out pre-employment checks in accordance with what is allowed under local law.  

These checks will include, (as permitted):- right to work, identification, verification of employment history, education, and criminal records.

We may involve the third-party supplier to run the background checks as needed and your data will be retained for a period as needed for the purpose of employing you. 

Your data will be stored in accordance with all relevant privacy legislation.  

Please contact us if you have any questions or concerns.

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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