RBS E-CUSTOMS - CUSTOMER SERVICES REPRESENTATIVE

SGS is the world’s leading Testing, Inspection and Certification company. We operate a network of over 2,500 laboratories and business facilities across 115 countries, supported by a team of 99,500 dedicated professionals. With over 145 years of service excellence, we combine the precision and accuracy that define Swiss companies to help organizations achieve the highest standards of quality, compliance and sustainability.

Job Description

Primary Responsibilities

• Maintain customer communications with regards to customer service activities
• Provide a polite and prompt response to all customer queries in compliance with service level agreements
• Maintain records of queries in the company call management system, ensuring that the reported issue is investigated and resolved or escalated appropriately.
• Assist customers to achieve a resolution to their query or request, supporting all inbound communications methods which include telephone, live chat and email.
• Undertake software quality assurance and user acceptance testing.
• Contribute to a high-performing Customer Service team to maintain strong customer relationships, collaboration with colleagues and solution-focused working environment.

Qualifications

Specific Responsibilities

• At all times, complies with SGS Code of Integrity and Professional Conduct.
• Receive, record, resolve or escalate in-bound customer queries through email, phone and live chat in compliance with service level agreements
• Timely and accurate software product testing and provide feedback to colleagues
• Promote and ensure compliance with internal policies and systems, including Quality, Environmental and Health and Safety
• At all times, adopt a safe behavior by exercising due regard for the health and safety of yourself, colleagues, and clients, in line with the Company’s policies and procedures
• Ensure full compliance with the Company’s Code of Integrity & Professional Conduct, and at all times adopt behavior in accordance with SGS Equality & Diversity policy
• Ensures work area in GBS is always kept clean and presentable.
• Remains familiar with SGS quality assurance procedures.
• Complies to all SGS QHSE and HR policies and procedures.

Profile

• Bachelor’s degree in any related field
• 1 to 2 years of experience in Customer Service
• Proficiency in Microsoft tools and applications
• Excellent written and verbal communication skills in English (B2+ or C1).

Desirable

• Trade-related qualification (e.g.: UK Customs Academy/BCC/BIFA)
• Direct experience of international trade
• Working within an ISO9001 environment
• Customer service call management systems
• Understanding of customs (HMRC) import and export procedures
• Analyzing user and process workflows

Additional Information

Required Skills

• Strong organisational skills
• Ability to understand, interpret and document customer requirements
• Able to work flexibly, remain calm under pressure and adapt to changing demands
• Able to work under own initiative and as part of a team
• Attention to detail and ability to see a project/task through to completion