Customer Service Officer

About the role

The Customer Service Officer supports clients and internal teams to ensure smooth audit and certification processes, maintaining service quality and compliance with internal standards.

Key responsibilities

• Help and support clients and the company to prepare assessment delivery.
• Establish long‑term relationships with customers, answering queries and solving problems pre‑ and post‑assessment.
• Handle customer complaints and continuously improve satisfaction to retain customers.
• Communicate and coordinate between assessors and clients to ensure assessments are delivered smoothly.
• Control assessors' logistics costs.
• Manage client overdue items and identify risks of client attrition.
• Sign supplementary agreements with clients for changes and identify new opportunities.
• Maintain client data in SAP/PG and manage documents to ensure information accuracy.
• Collaborate with customer service administration to achieve business objectives.
• Perform other tasks assigned by the CRM supervisor and Head of CRM.

Required profile

• Experience in client support and administrative tasks.
• Strong communication and problem‑solving abilities.
• Ability to manage client data and coordinate with assessors.

Required skills

• SAP