Customer Service Officer

Job ID:41400
Location:Mumbai: Solitaire Corporate Park 
Position Category:Administration/Business Support
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 150 countries, with 5000+ experts supporting more than 61,000 clients across a diverse range of sectors and markets.

 Key responsibilities

• Prioritise, plan and issue complex certification support tasks in line with or ahead of agreed business SLAs. Includes responding to or re-directing internal correspondence and liaising with other team members, departments, and offices to proactively resolve service issues within agreed deadlines/targets
• Onboard new customers and offboard existing customers ensuring that our systems are updated accurately with contracts along with any subsequent changes to client details, aligned to customer expectations. Review progress on an ongoing basis to support changes in scope and the re-issuing of contracts where required.
• Responsible for the accuracy and completeness of data in 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.
• Responsible for the accuracy and completeness of data in inspection systems.
• Liaise with and provide support to other team members, departments and offices as maybe required.
• Maintain an excellent understanding of LRQA’s products, services, systems and processes.
• Share best practice initiatives with other teams/colleagues across SDS to support and ensure a high level of service provided to all IS customers.
• Suggest process improvements to enhance the productivity and efficiency in back-office processes of Inspection Services.
• Actively contribute to team meetings and client service initiatives.
• Identify and support with the implementation of change to meet future business needs and to support operational excellence.
• Carry out any other task within the team, at the request of the line managers

Technical / Professional Qualifications / Requirements

• Degree with a work experience in Client Management preferably in a service industry.
• Strong communication, interpersonal and relationship-building skills.
• Take responsibility for delivery of 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.
• Good command over English (written and 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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