Customer Service Advisor

Job ID:44179
Location:Shanghai : 288 Nanjing West Road 
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, customized 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

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.

Technical / Professional Qualifications / Requirements

• 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.

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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