Client Services Officer

2 weeks ago

Manila, National Capital Region, Philippines ENGINEERINGUK Full time

Great that you're thinking about a career with BSI

Purpose of the Position

To manage and maintain Customer Relationships by:

  • Managing client certification and timely booking of audits in accordance with BSI KPI
  • Timely Response to client inquiries in line with BSI Client Promise
  • To promote BSI products and services to new and existing customers
  • To position the BSI value proposition, how BSI products and services can enable organizations to improve by Making Excellence a Habit
  • To deliver the ethos of Making Excellence a Habit through the provision of responsive and proactive client service, effectively handling and closing inbound contact from internal and external customers.
Key Responsibilities & Accountabilities

Key Account Management:
  • Manage Key Accounts from planning to certificate issuance
  • Issue proposals to existing clients as and when required.
  • Implement Keep the Client Programme
Operational functions:
  • Ensure that a prompt, friendly, and professional service is delivered to our customers, both internal and external
  • Maintain an effective interface with the interested parties to ensure an effective client journey from client boarding (initial certification phase) to maintenance of certificate (continuing assessment and recertification)
  • Manage existing client system certification through an advance notification on audit due and plan for the audit in accordance with BSI KPIs, policies, and procedures
  • Carry out planning activities with consideration of accreditation requirements, BSI procedures, efficiency, and profitability
  • Respond to inquiries from customers and field-based personnel to ensure prompt completion of all administration and planning activities
  • On-going customer care calls to clients once certification has been achieved
  • Maintenance of client details and files in SAP/PG (from registration/creation of SMO to issuance of certificate and monitoring of audit frequency / due date).
  • New client set-up in SAP, Process SAP, PG requests, planning & certificate workflows in line with agreed KPIs Certification review processing and certificate issuance
  • Undertake specific project work as required to meet the changing needs of the business.
  • Take ownership for problem resolution where expressions of dissatisfaction are highlighted and ensure a prompt resolution and response to customers in order to prevent escalation into a complaint, highlighting instances to line management, particularly where individual limits of authority may be exceeded
  • Driving Force - Identify opportunities to grow the business through communicating relevant products and services to existing clients
  • Act as a brand Ambassador for BSI. This means acting ethically, following company rules, and promoting BSI
Key Performance Indicators
  • 100% Achievement of individual and team targets (revenue, delivery days, profit margin)
  • At least 4 months advanced booking
  • Achieve Driving Force Leads Generation KPI
  • Customer satisfaction (>90%)
  • Customer care call (at least 2 calls to key clients outside their normal audit frequency)
  • < 5% Client Attrition
  • Response time to customer inquiries or concerns within 24 hours.
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.
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