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Client Services Officer (Fixed Term 10 months Contract)

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BSI

Feb 10

  • Job
    Full-time
    Junior, Mid & Senior Level
  • Customer Relations
    Sales & Business Development
  • Manila

AI generated summary

  • You will manage client relationships, ensure timely audits, respond to inquiries, promote products, maintain client records, and achieve high customer satisfaction while driving revenue and growth.
  • You will manage client certification, respond to inquiries, promote BSI services, handle key accounts, ensure timely audits, maintain client records, and resolve issues promptly.

Requirements

  • 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.
  • Manage Key Accounts from planning to certificate issuance
  • Issue proposals to existing clients as and when required.
  • Implement Keep the Client Programme
  • 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
  • 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
  • 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.
  • 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.

Responsibilities

  • 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.
  • Manage Key Accounts from planning to certificate issuance
  • Issue proposals to existing clients as and when required.
  • Implement Keep the Client Programme
  • 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
  • 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

FAQs

What is the duration of the contract for the Client Services Officer position?

The contract is a fixed term of 10 months.

What are the main responsibilities of the Client Services Officer?

The main responsibilities include managing client certification, responding to inquiries, promoting BSI products, maintaining customer relationships, and ensuring a professional service to both internal and external customers.

What are the key performance indicators for this role?

Key performance indicators include achieving individual and team targets, maintaining advanced booking of audits, generating leads, ensuring customer satisfaction, and reducing client attrition.

What does the term "Making Excellence a Habit" refer to in this job description?

"Making Excellence a Habit" refers to BSI's ethos of delivering responsive and proactive client service to help organizations improve and achieve their certification goals.

Is there a specific system mentioned for managing client details?

Yes, client details and files are maintained in SAP/PG.

How important is customer satisfaction in this role?

Customer satisfaction is very important, with a target of maintaining a satisfaction rate greater than 90%.

What should a candidate do if they feel more comfortable with a virtual interview?

Candidates should speak to a member of the recruitment team to discuss their preference for a virtual interview.

What type of calls are included in ongoing customer care activities?

The role includes making at least 2 customer care calls to key clients outside their normal audit frequency.

How many months in advance should audits be booked?

Audits should be booked at least 4 months in advance.

What does being a brand ambassador for BSI entail?

Being a brand ambassador involves acting ethically, following company rules, and promoting BSI’s values and offerings.

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BSI

Inspiring trust for a more resilient world

Consulting
Industry
1001-5000
Employees
1901
Founded Year

Mission & Purpose

BSI Group, based in the United Kingdom, is a company that provides standards development, testing, certification, and training services globally. The company focuses on developing and maintaining industry standards to ensure the quality, safety, and reliability of products and services. BSI's ultimate goal is to facilitate innovation, improve efficiency, and enhance overall performance across various sectors. Their purpose centres around supporting businesses and organisations in achieving excellence, compliance with regulations, and fostering trust among stakeholders. Through their services, BSI aims to contribute to the advancement of industries by promoting best practices and providing the necessary tools for organisations to meet and exceed quality and safety standards.

Benefits

  • Medical Insurance – gives you access to comprehensive quality medical care when you need it – employee cover is paid for by BSI

  • Contributory Stakeholder Pension – up a maximum of 8% employer contribution

  • Income Protection Insurance – 50% of salary for 5 years if you’re unable to work (paid for by BSI when you join the pension)

  • Dental Insurance – for you, your partner and your children

  • Annual leave flex – trade up to 3 days up or down

  • Cycle to Work Scheme – save tax and NI when you spend up to £1,000 on a bike and kit

  • Personal Travel Insurance – cover for you and your family when on holiday

  • Health Cash Plan – money towards everyday healthcare bills

  • Company Car / Perk Car Allowance

  • Flexible Working

  • Maternity, Paternity & Adoption Leave

OpportunitiesView all