Senior Customer Service Officer at DNV

Shanghai, Shanghai, China -

Full Time

Start Date

Immediate

Expiry Date

29 Jun, 26

Salary

0.0

Posted On

31 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Account Management, Quotation Preparation, Commercial Proposals, Sales Support, Revenue Growth, Relationship Building, Issue Resolution, Process Improvement, Data Maintenance, CRM Systems, Microsoft Office Suite, Consultative Approach, Management System Standards, English Communication

Industry

Public Safety

Description

Role Overview We are seeking an experienced and customer-focused Senior Customer Service Officer to join our Management System Certification team. In this senior role, you will take ownership of a portfolio of strategic existing customers, ensuring exceptional service delivery and retention. You will lead the quotation process for renewals and value-added services, act as a trusted partner to customers, and closely with the sales team to drive commercial growth. Key Responsibilities： 1. Customer Account Management * Serve as the primary point of contact for a portfolio of existing customers, managing key accounts and ensuring the highest levels of satisfaction and loyalty. * Build and nurture long-term, consultative relationships with customer stakeholders, understanding their business objectives, certification landscapes, and evolving needs. * Proactively anticipate customer requirements and coordinate with internal technical and operational teams to ensure seamless service delivery from a commercial and administrative perspective. * Act as an escalation point for customer issues, resolving them effectively and reinforcing DNV’s commitment to service excellence. 2. Quotation & Commercial Proposals * Prepare accurate, competitive, and timely quotations for existing customers. * Develop service proposals that incorporate cross-selling opportunities in alignment with DNV’s commercial frameworks. * Ensure all quotations reflect value-based pricing while maintaining consistency with DNV’s quality and accreditation standards. 3. Sales Support & Revenue Growth * Collaborate with the sales team to identify and execute upselling and cross-selling strategies within the existing customer bas：e, contributing directly to regional revenue targets. * Monitor contract expirations and lead proactive renewal discussions to maximize retention and capture expansion opportunities. 4. Contribution & Process Excellence * Provide insights and feedback to improve customer service processes, tools, and commercial workflows, driving efficiency and enhancing the customer experience. * Maintain meticulous customer data, contract records, and commercial information in DNV internal systems, ensuring full compliance with DNV’s quality management requirements.

Responsibilities

The Senior Customer Service Officer will manage a portfolio of strategic existing customers, ensuring exceptional service delivery, leading renewal quotations, and acting as a trusted partner to drive commercial growth alongside the sales team. Key duties involve managing customer accounts, preparing commercial proposals, supporting sales strategies for upselling/cross-selling, and contributing to process excellence.