Senior Customer Service Advisor

Job ID:44178
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 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

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

Key Responsibilities & Requirements

• Proactively responds to complex customer queries as required and supports less experienced colleagues.
• Prioritize, plan and ensure completion of complex customer activity from planning to certification 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 complex customer needs and manage/ anticipate customer complaints to support a positive experience.
• Proactively support the promotion of the portal by engaging customers to ensure that they can use all aspects of the tool. Escalate operational issues as appropriate.
• Responsible for the 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 through proactive communication and action, ensuring contractual requirements and customer expectations are understood and refer opportunities for new business as appropriate.
• 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.
• Embrace change. 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 certification 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.

Technical / Professional Qualifications / Requirements

• Bachelor's degree or above. Fluent in English and Cantonese.
• Working experience in customer service or a related field. Familiarity with certification, auditing, or related industry processes is preferred. In-depth understanding of products, processes, and systems.
• 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.
• Experience in handling complex customer needs and complaints. Strong problem analysis and resolution skills.
• Ability to guide and train new hires.

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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