Customer Service Officer

7 months ago

Mumbai Maharashtra, India LRQA group Full time

Job ID:40156
Location:Mumbai: Solitaire Corporate Park
Position Category:Administration/Business Support
Position Type:Employee Fixed Term

**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 50 countries, has more than 2,500 colleagues, generates £315m in revenue, and supports more than 60,000 clients across a diverse range of sectors and markets.

**Key responsibilities**
- Prioritise, plan and complete client service delivery tasks in line with global and local business requirements. Includes liaising with clients, dealing with queries ad proactively resolving service issues within agreed deadlines/targets
- Build and maintain good client relationships through proactive communications and action to fulfill clients expectations
- Identify and refer potential client complaints and opportunities for new business
- Responsible for the accuracy and completeness of client 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 as a role model for the team. Share best practice initiatives with other teams/colleagues across SDS to support and ensure a high level of service provided to all IS customers
- Indentify and suggest improvements to service delivery processes and procedures
- Support other team members and new staff to transfer knowledge of LRQA products and processes
- Actively contribute to team meeting and client service initiatives
- Responsible for the escalation of service delivery issues within or ahead of agreed SLAs. Monitor team delivery aligned to agreed KPIs
- Identify and support with the implementation of change to meet future business needs and to support operational excellence
- Contribute to improvement projects, by initiation and supporting improvement projects
- Carry out any other task within the client service team, at the request of the line managers
- Open to work in shifts

**Technical / Professional Qualifications / Requirements**
- High school diploma, general education degree, or equivalent.
- Ability to stay calm when customers are stressed or upset.
- Comfortable using computers.
- Experience in customer support.

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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