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  • Job reference: RMS0163067

Client Services Executive

  • Sector: Oil & Gas
  • Location: Malaysia
  • Job type: Permanent
  • Date posted: 04/01/2016
  • Time left:
    d h m s
    (19/01/16)
This vacancy has now expired.
The Company:
Our Client is the World's Leading Provider of Independent Assessment Services

The Role:
Role purpose :

To provide a high level of specialist support in client account management to deliver a professional and responsive service to internal and external clients. Manage strategic planning activities or projects to meet commercial objectives and achieve overall efficiency and effectiveness across all business streams.


Key Responsibilities:

- Prioritise, plan and complete client services delivery tasks in line with global and local business requirements. Assist in the SEAA resource planning through efficient and effective management assessor utilisation and sub contactor usage, including the RFAT process

- Forward plan client visits/activities in line with client and business needs, through effective and efficient allocation of available field force resources across SEAA. Includes dealing with business queries and resolving resource/planning problems within agreed deadlines, whilst ensuring compliance with external accreditation requirements

- Communicate details of planned visits/activities to internal and external clients, ensuring contractual requirements and client expectations are met and understood

- Assist the Resource Planning Manager in fulfilling resource plans against budgeted days/targets. Monitor subcontractor usage, downtime, assessor inductions and training programmes. (Note: resource planning activities vary from office to office

- Develop a strong understanding of the products, systems and end-to-end processes to enhance the service provided to internal and external clients. Responsible for the follow up and follow through of all office actions, client information updates and client data through the systems, accurately and within agreed deadlines and KPIs.

- Interface with various internal stakeholders, such as Business Development, Training, Finance, Field Assessment, assisting with the delivery of excellent service to new and existing clients.

- Build and maintain excellent client relationships through proactive communication and action to fulfil client expectations. Includes participation in client meetings and reviews, and identification of opportunities for new business.

- Closely monitor client satisfaction, identify and act on potential service problems and client complaints through Company's Feedback Handling System and within agreed deadlines/targets. Includes dealing with complex queries promptly and proactively, taking every opportunity to foster strong working relationships both internally and externally

- Identify, suggest and assist Client Services Manager with implementing change and development to the Client Services processes and procedures to meet future business demands and continuously improve the effective delivery of services within Management Systems

- Work with other team members and new staff to share best practice initiatives, transfer knowledge of products and processes to support and improve the high level of service provided to all Management System clients. Identify continuous improvements and make recommendations to service delivery processes and procedures to assist in the monitoring and planning activities across the markets. Include participation into assigned projects.

- Liaise and work with Singapore Shared Service Centre to ensure timely and accurate invoicing, including resolution of invoicing queries in line with processes and agreed KPI’s

- Resolve day to day feedback and issues, escalated as appropriate by LRQA stakeholders, or any other matters assigned by the Client Service Manager

- Assess the risks and work in a safe manner at all times, robustly implementing health and safety rules, instructions and systems and refuse to undertake work that compromises your safety or health.

- Report in a timely manner all incidents including near miss and safety observations (NMSO), accidents and injuries and raise any health and safety concerns with your line manager.


Technical/Professional Qualifications/Requirements:

1 Experienced in a client services / key account environment dealing with a high volume of information, activities and tasks, ideally involved in resource planning, scheduling, data analysis, KPI and recommendation.

2 Adaptable and well organised with a practical minded approach. Ability to work on multiple tasks under tight deadlines

3 Experienced in delivering and integrating client services focused processes, building and sustaining positive commercial and client relationships internally and externally

4 An assertive approach to problem solving with diplomacy skills to guide, negotiate, influence and persuade at all levels. Strong verbal and written communication skills in English and local language for effective cross-cultural communication.

5 Possess can-do spirit, resilience, determination who can effectively navigate way around problems and utilize effective method to cope with problems.

6 Have a strong team spirit and promote a team working environment

7 Knowledge of standard IT programmes and use of databases are essentia. Experienced in systems used and applied within relevance to client services preferred

8 Experienced in working with clients and Shared Service Centres in the resolution of queries and complaints in an accurate and timely manner

9 Understand the concept of Management systems and how they are applied in organisations. Understand link to certification / verification and associated training needs is preferred


Dimensions:

Number of direct reports: None

Geographic area of impact: SEAA

Key stakeholders:

Area Client Services Manager, SEAA Client Services teams, Marketing, Sales, Training, Field Assessment, Service, Innovation and Governance, Finance
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