Senior Customer Service Officer
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Job Location:
Monthly Salary:
Posted on:
29-08-2025
Vacancies:
1 Vacancy
Job Summary
Job Summary:
We are seeking a detail - oriented and customer - centric Customer Service Specialist to join our team. The role will be responsible for providing exceptional support to our existing customers throughout the certification lifecycle addressing inquiries resolving issues and ensuring a smooth and positive experience. You will act as a key liaison between customers internal teams (e.g. auditors) and external stakeholders contributing to maintaining our high - quality certification services and strong customer relationships.
Responsibilities
Respond promptly and professionally to existing customers inquiries via multiple channels (email phone online portals) covering certification process details requirements fees and status updates.
Guide customers through the certification application renewal and modification processes offering clear instructions and providing the corresponding quotations and services.
Address customers concerns and complaints efficiently escalating complex issues to relevant internal teams when needed and following up to ensure satisfactory resolution.
Assist in maintaining or inputting accurate customers information via our system.
Build and nurture long - term relationships with customers understanding their business needs and identifying opportunities to enhance our certification services for them.
Participate in customer feedback collection initiatives such as surveys or post - certification follow - ups and share insights with internal teams to drive service improvement.
Compliance & Quality Assurance
Ensure all customer interactions and service delivery adhere to the companys quality standards certification industry regulations and accreditation requirements.
Support internal audits and quality control activities related to customer service processes as required.
Responsibilities
- Flexible work arrangements for better work-life balance
- Generous Paid Leaves (Sick leaves policy/ Annual leaves policy)
- Medical benefits - Annual Health Check-up
- Pension and Insurance Policies (Pension Insurance Medical Insurance Unemployment Insurance Work related injury insurance Supplementary Pension)
- Training and Development Assistance (Training Sponsorship On-The-Job Training Training Programme)
- Additional Benefits (Long Service Awards Mobile Phone Reimbursement Housing Fund Lunch Policy)
- Profit Share/ Chinese New Year Bonus
*Benefits may vary based on position tenure/contract/grade level*
Qualifications
Requirements
Education & Experience
Bachelors degree in Business Administration or Science and Engineering and equivalent experience in the certification industry preferred.
Minimum of 3 years of customer service experience with at least 5 years in a certification auditing or a related professional services environment being a strong advantage.
Skills & Competencies
Excellent communication skills in English (both written and verbal).
Strong problem - solving and decision - making abilities with the capacity to handle customer issues independently and escalate appropriately.
Detail - oriented and highly organized capable of managing multiple customer cases and priorities simultaneously.
Familiarity with certification processes (e.g. ISO standards and related procedures) and industry terminology.
Proficiency in using customer relationship management systems and Microsoft Office applications (Word Excel Outlook).
Security and compliance with statutory requirements in the countries in which we operate is essential for DNV. Background checks will be conducted on all final candidates as part of the offer process in accordance with applicable country-specific laws and practices.
Required Experience:
Senior IC
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
About Company
About Business Assurance We help companies ensure compliance, build high-performing management systems, and meet competence needs within a wide range of industries. DNV helps companies understand Working with us, you can be involved in technically challenging and innovative projects w ... View more
