Customer Service Advisor

TL;DR

Customer Service Advisor: Proactively manage complex customer journeys in assurance certification processes with an accent on relationship management, SLA compliance, and resource optimization. Focus on planning activities from certification to invoicing, handling complaints, and mentoring colleagues.

Location: hirify.global - Kuala Lumpur - Naza Tower (onsite)

Company

Leading global assurance provider with expertise in certification, customized assurance, cybersecurity, inspection, and training, supporting over 61,000 clients across 150 countries.

What you will do

• Ensure positive customer journeys by providing specialist relationship management from planning to certification and invoicing.
• Prioritize and complete complex customer activities in line with SLAs, optimizing utilization of FTEs and subcontractors.
• Manage effective and timely invoicing, updating systems and liaising with teams.
• Champion customer needs, anticipate complaints, and promote portal usage.
• Maintain data accuracy in systems and build strong customer relationships.
• Mentor colleagues, contribute to team initiatives, and propose process improvements.

Requirements

• Good command over English (written and spoken)
• Degree (Bachelor/Master) with 2-3 years in client management, preferably service industry.
• Strong communication, interpersonal, and relationship-building skills.
• Proficiency in MS Office.
• Ability to assess issues, devise solutions, and take responsibility for delivery.
• Teamwork and proactive support for others.

Culture & Benefits

• Commitment to diversity, inclusion, and embracing different perspectives.
• Support for a safer and more sustainable future through shared values.
• Pre-employment checks including right to work, ID, employment history, education, and criminal records as per local law.