Customer Service Advisor

LRQA; Kuala Lumpur; On-site; MYR 50,000 - 70,000; Full time

Job summary

A leading global assurance provider in Kuala Lumpur is seeking a Client Management professional to manage complex customer queries and support service delivery. The ideal candidate has a degree and 2-3 years of experience in a service industry, excels in communication, and thrives in a collaborative environment. This role requires proactive problem-solving skills and proficiency in MS Office.

Qualifications

• Minimum of 2-3 years of experience in Client Management, ideally in a service industry.
• Ability to understand and assess issues proactively.
• Demonstrate resilience under pressure.

Responsibilities

• Support complex customer queries and service delivery.
• Onboard and offboard customers, ensuring data accuracy in systems.
• Mentor less experienced colleagues and share product knowledge.

Skills

Strong communication skills

Interpersonal skills

Teamwork

Problem-solving

Resilience

MS Office proficiency

English (written and spoken)

Education

Degree (Bachelor/Master)

Job description

Company Overview

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 Purpose

Proactively responds to complex customer queries as required and supports less experienced colleagues.

Key Responsibilities

• Support service delivery of complex queries to meet or exceed customer expectations/ business SLAs, ensuring a positive introduction to LR.
• May include delegation and monitoring of other’s work.
• Provide a high level of specialist support. Build effective relationships with external customers ensuring a positive introduction to LR, the services we offer, and that expectations are clear.
• To onboard new customers and to offboard existing customers ensuring that our systems are updated accurately with contracts in BOS along with any subsequent changes, aligned to customer expectations. Review progress on an ongoing basis to support changes in scope and the re‑issuing of contracts where required.
• Prioritise, plan and issue complex certification support tasks in line with or ahead of agreed business SLAs. Includes responding to or redirecting 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.
• Proactively support complex queries in relation to the certificate suspension/withdrawal process as required, ensuring the appropriate authorisation/s and follow up correspondence with the customer.
• Proactively support colleagues managing key accounts.
• Proactively support the promotion of the portal by engaging with 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 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 resource 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 escalated service delivery issues as appropriate to the relevant manager. Proactively identify and propose improvements to processes and procedures.
• 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 BA&IS's 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

• Degree (Bachelor/Master) with a minimum of 2‑3 years of work experience in Client Management preferably in a service industry.
• Strong communication, interpersonal and relationship‑building skills.
• Take responsibility for delivery customer needs. Ability to proactively understand and assess issues, devise solutions and see them through to resolution.
• Build and support teamwork, engaging actively and supporting others.
• The candidate must demonstrate resilience and the ability to perform effectively under high‑pressure situations.
• Proficiency in MS Office – a must.
• Good command over English (written as well as spoken).

Shift Applicable

Candidate will need to work as per Australia time.

Pre‑Employment Checks

If you are successful in securing a role with us, you will be subject to pre‑employment checks, depending on the legal requirements and practices in your country of employment. If eligible these checks will include right to work, identification, verification of employment history, education, and criminal records where permitted by local law. All checks will be conducted in accordance with applicable privacy and data protection regulations. We will involve a third‑party supplier to run the background checks as needed and your data will be retained for a period as needed for the purpose of recruitment. To the extent to be permitted by the applicable local law, your data may be stored outside of your employment country dependent on our operation structure. Your application of this role will constitute as your consent on this paragraph.

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. 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!