Customer Service Advisor

Job ID:44179
Location:Shanghai : 288 Nanjing West Road 
Position Category:Administration/Business Support
Position Type:Employee Regular

Role Purpose

Ensure a positive customer journey by providing relationship management support as a named advisor, from planning to certificate production through to invoice.

Key Responsibilities & Requirements

• Responds to customer queries as required.
• Prioritize, plan and ensure completion of all customer activity from planning to certificate production through to invoice, in line with or ahead of agreed business SLAs (ensuring that utilization for FTE colleagues vs subcontractors is optimized and that travel time, assessor competencies/ activity codes, usage of subcontractors are taken into account).
• Champion customers need and manage/ anticipate customer complaints to support a positive experience.
• Assist with the promotion of the portal by engaging with customers to ensure that they can use all aspects of the tool. Share operational issues as appropriate.
• Ensure accuracy and completeness of data in business operating 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.
• Embrace change. 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 Certification products, services, systems and processes.

What You’ll Bring:

• Bachelor's degree or above.
• Working experience in customer service or a related field. Familiarity with certification, auditing, or related industry processes is preferred.
• Proficient in using office software and experienced with business management systems.
• Strong communication and coordination skills, with the ability to establish effective working relationships with internal and external clients.
• Good time management and prioritization skills, with the ability to complete work on time under pressure.

Who are LRQA?

LRQA is a leading global assurance partner, combining deep industry expertise with innovative solutions to help organizations manage risk, improve performance, and drive sustainable growth.

Operating in over 50 countries with a team of 2,500+ professionals, we support more than 60,000 clients worldwide through assurance, certification, cybersecurity, inspection, and training services. Our purpose is simple: to help businesses build a safer, more secure, and more sustainable future.

What We Offer:

Join a global team where your expertise is valued and your development is supported. We offer a collaborative work environment, opportunities for professional growth, flexible working arrangements where applicable, a competitive salary aligned with the market, and a comprehensive benefits package.

Pre-Employment Checks 

If you are successful in securing a role with us, we may carry out pre-employment checks, as permitted by local law, including verification of identity, right to work, employment history, education, and criminal records where applicable.

These checks are conducted by our trusted screening partner, Cfirst, in compliance with applicable data protection laws. Any personal data collected will be used solely for recruitment purposes, stored securely, and retained only as required.

For questions about the screening process, contact Onboarding@lrqa.com , For queries regarding your personal data, contact dataprotection@lrqa.com

At LRQA, we belive that as a leading Global Leading Assurance and Risk Management Service provider, our talented people are our risk management advantage.

We belive the best outcomes come from diverse perspectives, shared ambition and working together with integrity. That's how we buid a workplace where everyone can contribute, grow and thrive.

Guided by Vision and powered by Expertise, we're united by a shared purpose. If you're driven to make a difference, you'll belong here. 

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