Customer Relationship Advisor

Job ID:38159
Location:Lyon : Tour Swiss Life : 1 Boule
Position Category:Client Management
Position Type:Employee Regular

Responsible for ensuring a positive customer journey, as the front end of the customer experience, by providing a support regarding onboarding new customers, certification production, through to invoice and understanding their needs and ensuring any issues are resolved in a positive and effective manner.

Guiding and undertaking a range of (specific assigned) activities, resolving queries for customers.

RESPONSIBILITIES
- Provide support for business customers by managing enquires as ‘concierge’ with the HUB and other internal stakeholders, to ensure that our services are set up on our systems, in line with global and local business processes and requirements.
- Assist to ensure effective and timely invoicing of customers, ensuring that systems are updated with the right notes and purchase order. Liaise with the HUB invoicing team to ensure effective and timely invoicing of customers in line with or ahead of agreed business SLAs.
- Assist to ensure correct and timely invoicing to assigned customers.
- Assist on the SR’s in the system and triage them on a daily basis, so that the local and HUB teams are able to deal with it on the agreed Business SLAs.
- Be a contact person for customer accounts and (local/international) accounts or special products. Dealing with business queries regarding invoices, certificates and any other query. Make sure to solve or direct the customer query to the right person/group to be able to answer the customer query on the agreed SLA's.
- To support the process on timely payments of the client by requesting PO's when required.
- Provide support on ad hock/diverse customer support activities as required. Prioritizing based on the needs of the customer.
- Address and solve business queries regarding invoices and certificates to support the process for customer accounts, assigned accounts or special local products.
- Work collaboratively/ flexibly across all SDS teams, escalating tasks as required. Take ownership for resolving customer queries escalated from other SDS teams.
- Build and maintain good relationships through proactive communication and action, ensuring contractual requirements and customer expectations are understood.
- Demonstrate strong client facing capabilities and behaviours with a keen focus on service quality.
- 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.
- Champion customer needs and manage/ anticipate customer complaints to support a positive experience.
- Responsible for the accuracy and completeness of data in LRQA 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.

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 other. 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

LRQA is a leading global assurance provider. The integrity and expertise we bring to our partnership with clients support their journey to a safer, more secure and more sustainable future. (Group entities).