Senior Customer Service Officer

DNV

  • 上海市
  • 长期
  • 全职
  • 7天前
Job Category: Sales and BDJob Description: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 company's 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*DNV is an Equal Opportunity Employer and gives consideration for employment to qualified applicants without regard to gender, religion, race, national or ethnic origin, cultural background, social group, disability, sexual orientation, gender identity, marital status, age or political opinion. Diversity is fundamental to our culture and we invite you to be part of this diversity.Qualifications:RequirementsEducation & Experience
  • Bachelor's 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.About Us:About Business AssuranceWe 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 worldwide demanding a broad variety of expertise. Our strong focus on research and innovation opens an array of opportunities, and allows you to engage in projects which develop next generation solutions. and manage their risk picture through our management system certification and training portfolios.

DNV