Customer Service-Jobs in Malaysia

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To co-ordinate issuing certificates and the process and system that deals with all feedback (i.e. complaints and corrective actions) and provide accurate and usable management information.

• Provide accurate and prompt information to support services, working closely with other departments to ensure that client records are up to date and complete and that all other internal information requirements are met.
• Manage the progression of customer complaints within business areas to support resolution and review root causes and produce management data to identify any obvious failures.
• Monitor and manage queries that are submitted to the departmental mailboxes to resolve complaints and queries promptly.
• Produce data of departmental KPI performance on corrective action and complaint closure monthly to enable the monitoring of performance.
• Issue customer’s certificates to agreed standards and timelines.
• Enter and maintain data within industry databases and support Field personnel by answering their general questions regarding the status of their client’s certificate, the functioning of industry databases, and general certificate questions to support excellent customer service.
• Maintain accurate records of each client on relevant systems, ensuring that all administration tasks are completed in a timely and accurate manner, and delivering an excellent client experience, including tasks such as:
• Provide accurate and prompt information to support services, working closely with the operations team to ensure that client records are up to date and complete and that all other internal information requirements are met.
• Issue certificates for the Food Centre of Excellence (FCoE), including but not limited to: Global FSSC certificates (excluding Australia) and Global BRCGS certificates (excluding Australia & New Zealand).
• Communicate with scheme owners and/or reviewers for any discrepancies in certificate information.
• Support the operation administration and its processes to achieve individual, departmental, and organizational objectives.
• Support the daily operational activities relating to the customer services process to achieve the KPI of the company, ensuring appropriate transparency, consistency, timeliness, and compliance with procedures, covering the scope of functions.
• Actively engage with the SPO coordinator, Program Lead, and Country’s Customer Service Officer (CSO)/Planner for any planning, scheduling, report monitoring, non-conformities raised by Accreditation Bodies, and reviewing and calibration meetings.
• Assist SPO coordinator and Program Lead in monitoring and maintaining SPO compliance.
• Act as a brand Ambassador for BSI and act as the first point of contact for BSI Customers to maintain and increase revenue.

General operational tasks may include but are not limited to:

• Provide general admin, clerical, operational, technical, or supervisory support.
• Assist operations and technical and compliance and scheme owner to maintain accreditation and certification processes.
• Assist in compliance of scheme requirements throughout the business and ensure that countries within BSI Group are aware of the updates and revisions of requirements, regulatory framework, and assessment and certification practices.
• Assist Internal/External Audit and Management Review arrangements.
• Promote BSI product offerings and solutions to clients with the view of improving their business performance and managing risks.
• Produce accurate performance data and reporting for KPI’s.
• Provide administration support for maintenance of accreditation.
• Support the daily operational activities relating to operational administrative processes to achieve the KPI of the company, ensuring appropriate transparency, consistency, timeliness, and compliance with procedures, covering the scope of functions.
• Liaise with sales, production or service providers and others to facilitate the operational activities.
• Maintain the integrity of the customer database through regular clean-ups, enrichment processes, and ensuring data is accurately input.
• Ensure high-quality and prompt responses to internal and/or external customer inquiries and handle customer complaints, taking corrective action and escalating if required.
• Take responsibility for generating and processing reports when required.
• Process ad hoc administrative duties and provide support across the operations department to achieve departmental goals and targets.
• Plan/schedule workloads to make the best use of own time and maximize revenue-earning activity.
• Perform other responsibilities as specified from time to time.

Our Excellence Behaviours: Client-centric, Agile, Collaborative. These three behaviours represent how we do things at BSI. They help us ensure that BSI is a great place to work and a highly successful business.