Business Support Advisor

3 weeks ago

Mumbai, India LRQA group Full time

Job ID:39582
Location:Mumbai: Solitaire Corporate Park
Position Category:Client Management
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 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.

**Role purpose**:
Responds to customer queries as required. Assist with service delivery to meet customer expectations/ business SLAs, ensuring a positive introduction to LRQA.

**Key Responsibilities**:

- Build effective relationships with external customers ensuring a positive introduction to LR, the products and services we offer, and that expectations are clear.
- To onboard new customers and offboard existing customers ensuring that our systems are updated accurately with contracts set up in BOS along with any subsequent changes/ changes to client details, aligned to customer expectations.
- Prepare, check and issue certificates in line with or ahead of agreed business SLAs. Includes responding to or re-directing customer/internal correspondence and liaising with other team members, departments and offices to proactively resolve service issues within agreed deadlines/targets.
- Support the uploading of audit reports and certificates into the portal.
- Support the certificate suspension/ withdrawal process as required ensuring the appropriate authorization/s and follow up correspondence with the customer
- Provide support to colleagues managing key accounts.
- 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 BA&IS 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.
- 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.
- Good working experience in administration.
- Good command over English.
- Working knowledge of SAP preferred.
- Strong communication, interpersonal and relationship-building skills.
- Ability to understand customer needs.
- Ability to understand issues, devise solutions and see them through to resolution.
- Great teamworking skills.

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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