Senior Customer Service Advisor高级客服服务专员

Role Purpose
岗位目的
Responsible for ensuring a positive customer journey by providing specialist relationship management support as a named advisor, from planning to certificate production through to invoice.
作为客户指定联络人，主动提供专业关系管理支持，负责从客户规划、认证生产到发票开具的全流程服务，确保客户旅程顺畅。同时指导经验较少的同事，处理复杂客户需求，提升客户满意度。

Key Responsibilities
工作职责
Proactively responds to complex customer queries as required and supports less experienced colleagues.
主动响应复杂客户查询，支持经验较少的同事。
Prioritize, plan and ensure completion of complex customer activity from planning to certification production through to invoice, in line with or ahead of agreed business SLAs (ensuring that utilization for FTE colleagues vs subcontractors is optimized and that travel time, assessor competencies/ activity codes, usage of subcontractors are considered).
优先规划并确保完成复杂客户活动（从规划到认证生产至发票），在或超过业务SLA要求内完成（优化正式员工与分包商利用率，考虑差旅时间、审核员能力/活动代码及分包商使用）。
Champion complex customer needs and manage/ anticipate customer complaints to support a positive experience.
主导处理复杂客户需求，预见并管理客户投诉，支持积极体验。
Proactively support the promotion of the portal by engaging customers to ensure that they can use all aspects of the tool. Escalate operational issues as appropriate.
主动推广客户端，帮助客户熟练使用工具各项功能；适时升级运营问题。
Responsible for the accuracy and completeness of data in business operating systems (in line with internal procedures, contractual requirements, cost structures and budget constraints) within or ahead of agreed SLAs to support smooth delivery of resources and invoicing.
确保业务系统数据准确完整（符合内部流程、合同要求、成本结构和预算限制），在或超过SLA内完成，支持资源与开票顺畅交付。
Build and maintain excellent relationships through proactive communication and action, ensuring contractual requirements and customer expectations are understood and refer to opportunities for new business as appropriate.
通过主动沟通与行动建立并维护良好客户关系，确保合同要求和客户期望被理解，适时推荐新业务机会。
Proactively respond to queries within or ahead of agreed SLAs and escalate service delivery issues as appropriate to the relevant manager. Proactively identify and propose improvements to processes and procedures.
在或超过SLA内响应查询，适时向管理者升级服务交付问题；主动识别并提出流程改进建议。
Embrace change. Proactively carry out complex tasks at the request of people managers and proactively contribute to team meetings and initiatives.
拥抱变化。按管理者要求主动执行复杂任务，积极参与团队会议和倡议。
Mentor less experienced colleagues and share knowledge of certification products, processes and designated customers. Liaise with and provide support to other offices/ departments as may be required.
指导经验较少同事，分享认证产品、流程和指定客户知识；根据需要与其他办公室/部门联络支持。
Develop a thorough understanding of BA&IS products, services, systems and processes.
深入理解BA&IS产品、服务、系统和流程。

Technical / Professional Qualifications / Requirements
专业技术及通用能力要求
Bachelor's degree or above. Fluent in English.
大学本科及以上学历。 英语流利。
Working experience in customer service or a related field. Familiarity with certification, auditing, or related industry processes is preferred. In-depth understanding of products, processes, and systems.
具备客户服务或相关领域工作经验。 熟悉认证、审核或相关行业流程者优先。 对产品、流程及系统有深入理解。
Proficient in using office software and experienced with business management systems.
熟练使用办公软件及业务管理系统使用经验。
Strong communication and coordination skills, with the ability to establish effective working relationships with internal and external clients.
良好的沟通与协调能力，能够与内外部客户建立有效合作关系。
Good time management and prioritization skills, with the ability to complete work on time under pressure.
具备良好的时间管理和优先级排序能力，能在压力下按时完成工作。
Experience in handling complex customer needs and complaints. Strong problem analysis and resolution skills.
具备处理复杂客户需求和投诉的经验。 具备较强的问题分析与解决能力。
Ability to guide and train new hires.
能够指导和培训新人。