Customer Service Assistant Manager

Job ID:41298
Location:Shanghai : 288 Nanjing West Road  
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.

LRQA currently operates across 150 countries, with 5000+ experts supporting more than 61,000 clients across a diverse range of sectors and markets.

Role Description 

To provide a high level of specialist support in certification industry for key and major account management. To deliver a professional and responsive service to internal and external clients. 

Key Responsibilities:

• Co-ordinate the Customer Services team ensuring a positive customer journey, from planning to certification production through to invoice. / Co-ordinate large and highly complex accounts to ensure a positive customer journey. 
• Responsible for co-ordinating the team to record information fully and accurately in BA&IS systems within or ahead of agreed SLAs to support smooth delivery of services. 
• Responsible for the signing of certificate renewal review contracts for existing important & complex customers and achieve customer retention target 
• Take responsibility for service delivery. Build and maintain excellent relationships by proactively working to fulfil customer expectations, ensuring contractual requirements are understood and passed over to service delivery team.   
• Responsible for assisting the customer service team, coordinating, supporting and cooperating to achieve team goals; Help teams achieve and exceed goals.  
• Coordinate with other LRQA offices to support the delivery of global account’s services in China and nearby regions 
• Maintain an excellent understanding company’s products, services, systems and processes as act a role model for the team. Share best practice initiatives with other teams/colleagues. Ensure compliance with external accreditation and regulatory requirements. 

Minimum Requirements:

• Bachelor's degree 
• At least 5 years of experience in professional customer service or account management roles 
• Fluent in both oral and written English. Good operation for office software. 

Ideal Candidate:  

• Working experience in certification industry preferred 
• Good interpersonal skills;  
• Good team player;  
• Can work under stress and willing to go extra miles;  
• Optimistic and positive. 

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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