CUSTOMER SERVICE SPECIALIST

Job ID.
Customer Service Specialist Lloyd’s Register   Location.
Manila, Philippines   What we’re looking for   We are seeking for a Customer Service Specialist who will be responsible for ensuring all order, outfit and day to day queries are resolved in a timely and accurate manner, for customers.
What we offer you     The opportunity to work for an organization that has a strong sense of purpose, is values driven and helps colleagues to develop professionally and personally through our range of people development programmes.
A Fixed Term role.
The Role.
The Customer Service Specialist works on the front line with both office-based customers and ship- based end users.
They are responsible for ensuring all order, outfit and day to day queries are resolved in a timely and accurate manner, for customers.
They are the main contact point for their customers general queries and manage the order management lifecycle end to end, within their customer service level agreements.
They proactively drive efficiency through the order management process and minimise the need to process ad hoc orders, through driving customer adoption of automated order channels and new edition supply options.
They ensure customer outfits and folios are managed proactively and remain consistent with customer needs.
They stay close to the customer to ensure approval processes are optimised and followed, maximising satisfaction but minimising manual touch points.
They understand all customer order management requirements and maintain suitable documentation of these.
They support the Customer Success Manager on all order and outfit topics and support the onboarding of new customers through the supply of new products and the setup of new outfits.
Customer Service Specialist play a key role in the generation of revenue and maximise every opportunity to process orders, renewals and thus generating invoices – whilst minimising errors that could lead to rework or refunds/credits.
They support account retention through driving value with every interaction they have with the customer, including on time and accurate query resolution and delivery of efficiency gains through the adoption of process automations.
They work cross functionally with Success, support, and development to put the customer first and guarantee their success.
Responsibility for day-to-day order and outfit management processes and queries Be the main customer point of contact for ordering Compilation of quotations, both paper and electronic.
Execute the renewals process Inputting of orders into the in-house systems Production of fleet supplies both monthly and on-demand Maintain accuracy of New Edition subscriptions and vessel outfits Execute all New Builds from quotation to delivery Accurate maintenance of customer and vessel records Assist with recording and resolving all complaints effectively Exemplary understanding of all in-house and external supplier / customer systems / portals Provision of cover for peers during absence To have extensive customer liaison on the phone and by email To provide prompt and accurate feedback to customer queries Strong product knowledge and understanding Liaise with and assist finance to resolve any account/debt issues.
Ensure account cleanliness at all times Process Emergency digital or paper orders for peers in other time zones Supply of Index’s Process Terminations Be an active member of the “Service Management” knowledge base Travel within the UK and overseas may be required and is considered an occasional feature of this role.
Requests could be made at short notice.
Provide out of hours support / assistance in emergency or time sensitive situations (either in on call or shift pattern).
Any other task determined necessary by line management.
What you bring     A degree within a relevant field of study, or an equivalent combination of education and experience Preferred Minimum 1 years of working experience into Maritime industry.
Good knowledge of Microsoft packages; Excel, Word & Outlook (as a minimum).
Previous experience from a customer orientated background.
Excellent interpersonal and team working skills.
Attention to detail Customer facing soft skills Commercial understanding Understanding of customer focused urgency Self-motivated Teamwork Problem / Query Management Knowledge of the shipping / marine industry an asset.
Communication; Excellent listening, presentation, and written/verbal communication skills at all business levels.
English mandatory, Dutch preferable.
Other languages will be considered as assets.
About us   We are a leading international technical professional service provider and a leader in classification, compliance, and consultancy services to the marine and offshore industry, a trusted advisor to our customers helping to design, construct and operate their assets to the highest levels of safety and performance.
We are shaping the industry’s future through the development of novel and innovative technology for the next generation of assets, while continuing to deliver solutions for our customers every day.
Be a part of   Lloyd’s Register is wholly owned by the Lloyd’s Register Foundation, a politically and financially independent global charity that aims to engineer a safer world through promoting safety and education.
For a thriving ocean economy, Lloyd’s Register colleagues and Lloyd’s Register Foundation work together to fund research, foster industry collaboration and develop action-oriented solutions to make the world a safer place.
Want to apply.
Here at Lloyd’s Register, we care, we share and we do the right thing in every situation.
It’s ingrained in our culture and everything we do.
We are committed, and continually strive, to lead with our values that empower and enable an inclusive environment conducive to your growth, development and engagement.
It doesn’t matter who you are, what you have experienced, how you identify, how old you are, where you are from, what your beliefs are or how your brain or body works – the diversity of our colleagues is fundamental to our futures and the changes we can make together.
Our inclusive culture allows us to connect together authentically and to be courageous and bold.
We don’t just talk about our differences, we celebrate them!  We are committed to making all stages of our recruitment process accessible to all candidates.
Please let us know if you need any assistance or reasonable adjustments throughout your application and we will do everything we possibly can to support you.
If you don't tick every box in these ads, please don't rule yourself out.
We focus on hiring people who share our goal of working together for a safer, sustainable, thriving ocean economy.
We care, we share, we do the right thing.
If you have further questions about this role, please contact us at   and we will respond to you as soon as possible.
Diversity and Inclusion at Lloyd's Register.
Together we are one Lloyd’s Register, committed to developing an inclusive and safe workplace that embraces and celebrates diversity.
We strive to ensure that all applicants to LR experience equality of opportunity and fair treatment, because we believe it is the right thing to do.
We hope you do too.
As a Disability Confident Committed Employer, we have committed to.
ensure our recruitment process is inclusive and accessible.
communicating and promoting vacancies offering an interview to disabled people who meet the minimum criteria for the job.
anticipating and providing reasonable adjustments as required supporting any existing employee who acquires a disability or long-term health condition, enabling them to stay in work.
at least one activity that will make a difference for disabled people.
Find out more about Disability Confident at.
www.
ov.
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The Lloyd's Register Group comprises charities and non-charitable companies, with the latter supporting the charities in their main goal of enhancing the safety of life and property, at sea, on land and in the air - for the benefit of the public and the environment.
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