Job Description

We exist to create positive change for people and the planet. Join us and make a difference too!

• Enhance client relationships through provision of professional services and customer care.
• Program set-up and customer service for strategic global accounts to be served from Vietnam.
• Position is responsible for coordinating and managing Internal & Supplier Assurance audits, SA8000, and a number of clients under management system standards. Acts as a key liaison between global hubs and the local market, ensuring effective communication and smooth project information transfer.
• Based on Work Instructions for each standard, the role coordinates with local auditees to arrange audit schedules, manage pre-payment collection (if applicable), organize logistics such as transportation and hotel bookings for auditors, and ensure timely submission or system upload of audit reports (e.g. SCAN, if required).

The Job

Customer Support to our Clients (1)

• Client interface through regular meetings to support account management activities.
• Implement, maintain and improve operational processes to optimize efficiency and customer service.
• Review and maintain client specific program documents and communicate with operations network.
• Liaise with clients on program issues as needed.
• Handle customer enquiries and complaints resolution.

System Operation (2)

• Service Delivery Support- Order Setup
• Update BSI system operation guideline timely if any.
• Keep PG/SAP/SFDC data to be most updated/complete by the end of each month.
• Keep internal trackers updated.
• Check client audit readiness and availability
• Inform backend CSO the available audit periods of the client and any specific request
• Inform the client the confirmed audit date if backend team can find the resource meeting client request
• Negotiate and coordinate between client and backend team if client’s original request cannot be met until the confirmed booking is made.
• Work with backend team for baseload management. Convince client to book forward and stop postponement.
• Handle client enquiry
• Retention and relationship management (handle client at risk, seek feedback, complaint handling, update retention log)
• Book travel for CM (flights, train, hotel, taxi, etc)
• Get approval by Operation Manager and booking
• Get approval for Saturday or Sunday (if any…) or other approval
• Issue a confirmation letter following the evaluation.

Service Delivery Support- Planning (3)

• Identify qualified resource and audit date according to information provided by client facing team
• Work with client facing staff to book forward if required
• Arrange observation/QR for auditors to get new competence code or renew existing code
• Book One resource. (cross check Code, % Technical)
• Inform the audit team to take the audit plan and send to the client and upload CSO pack – before the audit)

Service Delivery Support- Certification (4)

• Including assigning reviewers, submitting the project, tracking it until the certificate is issued, closing the workflow, publishing the certificate.

Position requirements

• College’s degree
• Over 2 years experiences in customer service.
• Fluent English skill in writing, reading, listening and spoken
• Team planning, building and coaching experience is a must
• Good communication and interpersonal skills
• Team work spirit
• Patient, detailed driven and responsible
• Customer focus mindset

About Us

BSI is a business improvement and standards company and for over a century BSI has been recognized for having a positive impact on organizations and society, building trust and enhancing lives.

Today BSI partners with more than 77,500 clients in 195 countries and engages with a 15,000 strong global community of experts, industry and consumer groups, organizations and governments.
Utilizing its extensive expertise in key industry sectors - including automotive, aerospace, built environment, food and retail, and healthcare - BSI delivers on its purpose by helping its clients fulfil theirs.
Living by our core values of Client-Centricity, Agility, and Collaboration, BSI provides organizations with the confidence to grow by partnering with them to tackle society’s critical issues – from climate change to building trust in digital transformation and everything in between - to accelerate progress towards a better society and a sustainable world.

BSI is an Equal Opportunity Employer dedicated to fostering a diverse and inclusive workplace.