Customer Service Officer (Planner)

Job Description

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.
BSI is conducting face-to-face interviews where appropriate and possible. If you are invited to a face-to-face interview but feel more comfortable with conducting the interview virtually, please speak to a member of our recruitment team.




Job Source:

BSI continues to support our people and clients to make a difference during this challenging time. Our focus on Innovation in the way we support the COVID 19 effort, continue to deliver to clients and adapt through agile working methodologies are helping us navigate these unique times. We are still recruiting especially in areas that are Client facing and Business Development , and you can find vacancies advertised on Workday - Career - Find Jobs. We are conducting Virtual Interviews and Inductions, it's amazing how positively people are embracing new ways of working and staying connected. Stay safe. Our ambition is to be recognized and valued globally as a best-in-class company a client-driven, efficiently-run, growing business. BSI has come a long way since being founded in 1901. Today, we're a global business services organization, respected world over for the development of standards assessment of management systems testing and certification of products and services providing software solutions and the delivery of training courses. We offer diverse career paths from auditing to sales, product development to finance, and from IT to marketing.

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