SGS is the world’s leading inspection, verification, testing and certification company. SGS is recognized as the global benchmark for quality and integrity. With more than 89,000 employees, SGS operates a network of over 2,600 offices and laboratories around the world.

Primary Responsibility

Design, deliver and monitor programs geared towards a consistent customer service experience to clients that is truly personal, memorable, and fit the SGS Brand and values.
 Proactively build the database and call via phone or other forms of media to offer and successfully sell SGS offerings to prospective clients.

Specific Responsibilities

• Enquiry management. Ensure all client enquiries (regardless of source) are attended to in an approachable, professional, and prompt manner, including generation of non-routine proposals and coordinating with SGS affiliates, and operations and support teams for non-routine jobs.

 Proactively contacts new customers via phone or other media tools to offer SGS services and successfully generate business.
 Monitor dormant accounts (6 months inactive or no business being covered by field sales.
 Inactive accounts are considered new customer or prospects.
 Client experience management. Develop initiatives and programs geared towards delivery of excellent customer experience regardless of channel (walk-in, phone, web, etc.). This includes establishing and monitoring key customer service KPIs, creation of innovative programs and strategies so that the client experience of SGS is truly personal and memorable that fits the SGS brand.
 New client needs identification. Establish ways in which new client needs and market trends are identified, captured and shared to business development and sales teams.
 Performs other related duties as may be assigned either in support of departmental goal or for his/her personal or professional training, education or development as programmed by his/her immediate superior.
 Build-up of customer database and generate relevant market and customer information through surveys and research. Complies with the Quality, Health and Safety, Environment and Energy (QHSEE) policies and supporting objectives including, but not limited to:
o Demonstrates strong obligation to SGS QHSEE policies, procedures and work instructions by actively participating in meetings, projects and events, completes required training, intervenes in unsafe situations, refuses unsafe work, and complies fully with all applicable laws and regulations related to HSEE
o Perform appropriately and immediately to emergency situations and assists other staff members in maintaining readiness to respond to emergencies within the workplace

Disposes or directs the disposal of waste generated as a part of daily work performed in a safe manner
and in compliance with the disposal regulations and requirements, and in accordance with SGS
Environmental Management System requirements
o Reports all incidents, including near misses and hazards, that may affect the achievement of QHSEE
objectives in accordance with SGS Incident Reporting and Management requirements
o Efficiently uses all equipment, including safety equipment, and company owned property in the manner
intended and reports any damaged / lost equipment to immediate superior
o Maintains a safe and tidy worksite according to the organization’s 5S program and guidelines
o Maintains awareness of the safety and health related hazards and environmental aspects and proposes
action plans to control the risks to immediate superior or QHSEE Coordinators
o Actively participates in incident investigations and risk assessments as deemed necessary by SGS
management
o Fulfills the requirements needed in the success of the QHSEE Management System
o Recognizes the potential consequences of not following the established policies, procedures, and
guidelines, including not fulfilling the organization’s compliance obligations

PROFILE AND REQUIRED SKILLS

• College graduate
   Minimum of 3-5 years work experience in a sales or customer service role, preferably in market
  and customer information base.
• At least 3 years experience in a job that requires very good communication skills and people
  management skills.
   At least 3 years experience in a job that requires selling and negotiation
   At least 3 years work experience in the field of Agriculture, Food, Healthcare, Pharma is a definite
  advantage
   Proficient in Microsoft Office tools (Word, Powerpoint, Excel, Sharepoint)
   At least 2 years solid experience in the use of a CRM tool (Oracle, Salesforce, etc.)

Language

• Proficient in English & Filipino (both written and verbal).
  NOTE: This JD may not be exhaustive. An equivalent Work Monitoring essential to the function, duties and responsibilities, company, statutory/regulatory and
  customer requirements may be assigned at any time.