{"id":3675918,"url":"https://alion.io/job/lrqa-senior-customer-service-advisor-4","title":"Senior Customer Service Advisor","company":{"id":1756963,"name":"LRQA","domain":"lrqa.com","url":"https://alion.io/company/lrqa-com","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Shanghai, China"],"countries":["CN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-01T02:01:00Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-11-10T04:01:59Z","board_verified":true,"closed_at":null,"days_open":40,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":40},"description":"Job ID:44178\nLocation:Shanghai : 288 Nanjing West Road\nPosition Category:Administration/Business Support\nPosition Type:Employee Regular\nRole Purpose\nResponsible for ensuring a positive customer journey by providing specialist relationship management support as a named advisor, from planning to certificate production through to invoice.\nKey Responsibilities :\nProactively responds to complex customer queries as required and supports less experienced colleagues.\nPrioritize, plan and ensure completion of complex customer activity from planning to certification production through to invoice, in line with or ahead of agreed business SLAs (ensuring that utilization for FTE colleagues vs subcontractors is optimized and that travel time, assessor competencies/ activity codes, usage of subcontractors are taken into account).\nChampion complex customer needs and manage/ anticipate customer complaints to support a positive experience.\nProactively support the promotion of the portal by engaging customers to ensure that they can use all aspects of the tool. Escalate operational issues as appropriate.\nResponsible for the accuracy and completeness of data in business operating systems (in line with internal procedures, contractual requirements, cost structures and budget constraints) within or ahead of agreed SLAs to support smooth delivery of resources and invoicing.\nBuild and maintain excellent relationships through proactive communication and action, ensuring contractual requirements and customer expectations are understood and refer opportunities for new business as appropriate.\nProactively respond to queries within or ahead of agreed SLAs and escalate service delivery issues as appropriate to the relevant manager. Proactively identify and propose improvements to processes and procedures.\nEmbrace change. Proactively carry out complex tasks at the request of people managers and proactively contribute to team meetings and initiatives.\nMentor less experienced colleagues and share knowledge of certification products, processes and designated customers. Liaise with and provide support to other offices/ departments as may be required.\nDevelop a thorough understanding of BA&IS products, services, systems and processes.\nWhat You’ll Bring:\nBachelor's degree or above. Fluent in English and Cantonese.\nWorking experience in customer service or a related field. Familiarity with certification, auditing, or related industry processes is preferred. In-depth understanding of products, processes, and systems.\nProficient in using office software and experienced with business management systems.\nStrong communication and coordination skills, with the ability to establish effective working relationships with internal and external clients.\nGood time management and prioritization skills, with the ability to complete work on time under pressure.\nExperience in handling complex customer needs and complaints. Strong problem analysis and resolution skills.\nAbility to guide and train new hires.\nWho are LRQA?\nLRQA is a leading global assurance partner, combining deep industry expertise with innovative solutions to help organizations manage risk, improve performance, and drive sustainable growth.\nOperating in over 50 countries with a team of 2,500+ professionals, we support more than 60,000 clients worldwide through assurance, certification, cybersecurity, inspection, and training services. Our purpose is simple: to help businesses build a safer, more secure, and more sustainable future.\nWhat We Offer:\nJoin a global team where your expertise is valued and your development is supported. We offer a collaborative work environment, opportunities for professional growth, flexible working arrangements where applicable, a competitive salary aligned with the market, and a comprehensive benefits package.\nPre-Employment Checks\nIf you are successful in securing a role with us, we may carry out pre-employment checks, as permitted by local law, including verification of identity, right to work, employment history, education, and criminal records where applicable.\nThese checks are conducted by our trusted screening partner, Cfirst, in compliance with applicable data protection laws. Any personal data collected will be used solely for recruitment purposes, stored securely, and retained only as required.\nFor questions about the screening process, contact  , For queries regarding your personal data, contact \nAt LRQA, we belive that as a leading Global Leading Assurance and Risk Management Service provider, our talented people are our risk management advantage.\nWe belive the best outcomes come from diverse perspectives, shared ambition and working together with integrity. That's how we buid a workplace where everyone can contribute, grow and thrive.\nGuided by Vision and powered by Expertise, we're united by a shared purpose. If you're driven to make a difference, you'll belong here.\nAll rights reserved. Terms of use. Privacy Policy.","description_format":"text","description_chars":5005,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Flexible schedule"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Food Safety","Testing, Inspection & Certification"],"lifecycle":[{"event":"open","at":"2026-11-03T11:02:59Z"}],"visa":[],"liveness":{"score":20,"band":"cold","label":"Long shot","p_open":1,"p_active":0.725,"p_room":0.28,"age_days":40,"expected_fill_days":20,"reasons":["conf:2","velocity","win:tail","crowd:brand"],"computed_at":"2026-11-10T06:52:35Z"},"pay":null,"html_url":"https://alion.io/job/lrqa-senior-customer-service-advisor-4","json_url":"https://alion.io/job/lrqa-senior-customer-service-advisor-4.json","meta":{"generated_at":"2026-11-10T21:42:32Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":644,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-11T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1756963},"rest":"https://alion.io/mcp/rest/get_company?id=1756963"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Flrqa-senior-customer-service-advisor-4"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Flrqa-senior-customer-service-advisor-4"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Flrqa-senior-customer-service-advisor-4"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/lrqa-senior-customer-service-advisor-4\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Flrqa-senior-customer-service-advisor-4"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3675918}},{"tool":"search_jobs","arguments":{"company":"lrqa.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3675918},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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