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Senior Customer Service Representative

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Date: 14-May-2019

Location: Kuala Lumpur, MY

Company: Lloyds Register

Job ID:28509
Location:Kuala Lumpur : Naza Tower : Plat (LR_L000213) 
Position Category:Customer Service
Department:MY760002 : KTS-ENERGY - INSPECTION (MY760002)
Position Type:Employee Regular
Education Required:Mechanical Engineering Degree
Experience Required:See Job Description
Relocation Provided:No, Local Salary only

Key Responsibilities:

 

External Focus:

  • Be the first point of contact for client’s request for services and process these requests (from price request till after sales)
  • Generate and follow-up on standard client quotes, purchase orders and contracts, liaising where necessary with operations, sales and marketing and group services to clarify information and resolve any potential issues
  • Proactively increase transactional sales and meet team sales targets by identifying and successfully pursuing potential repeat purchases, contract renewals etc
  • Deal with queries and build relationships with internal/external clients taking personal responsibility for ensuring that the client needs are met
  • Support the sales and marketing team with CRM activity in terms of analysing data from customer experience surveys, organising marketing events, client gatherings, seminars, training etc and suggesting actions that could be taken to enhance the customer experience

 

Planning:

  • Review work scope, process orders and upload into the appropriate system to create work instructions with assigned work order project numbers
  • Drive superior utilisation levels by ensuring resources are correctly and effectively assigned in line with project  / client requirements
  • Drive superior utilisation by managing and updating the surveyor’s appointment diary; ensuring that appointments are both time efficient as well as geographically practical.
  • Liaise with client and operations to schedule work and communicate date, scope of work and or any changes/amendments to all relevant stakeholders
  • Receive and review documents relating to work carried out and issue pro-forma invoices to the Finance Shared Services Centre

 

Job Requirements:

  • Bachelor degree from reputable university.
  • At least 6 years working experience in externally client facing roles. Preferably in B2B relevant industry (Inspection Services)
  • Fluent English skills in both written and verbal communications
  • Excellent IT skills - Word, Excel, Internet, Powerpoint, Databases
  • Strong organisational skills with the ability to adapt and successfully multi task
  • Self-motivated and willing to take the initiative
  • Aptitude to work without direct supervision
  • Effective time management with the ability to work under pressure and meet demanding deadlines
  • Friendly, enthusiastic and a good team player
  • Confident decision maker and creative problem solver

 

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