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Job Title: Client Services Coordinator Reports to: CSC Team Leader Purpose of the role 社内外を問わずグローバルな顧客基盤を担当し、高い正確性と細部まで行き届いた注意力をもってデータの完全性を確保します。マスター顧客データの作成、管理および維持を行い、顧客認証要件の設定から保守に至るまでの一連のプロセスを完結させます。また、規制要件およびビジネス要件を確実に満たすため、技術チームと連携しながら業務を遂行します。
ISO 13485、ISO 42001、MedDev 規則・指令、その他各種スキーム、ならびに通知機関および UK 認証機関としての当社の役割について、業務上必要な知識を習得し、維持します。
BSI の方針、手順およびプロトコルに従って業務を遂行します。
職務上のコンプライアンスを維持するため、必要なコンピテンシーコードを取得し、維持します。
必要に応じて監査対応を支援します。
Key Performance Indicators
定められたオペレーションKPIを達成する
事業に関する財務KPIを達成する
社内プロセスおよび手順に沿った高品質なサービスを提供する
社内外の顧客満足度を維持・向上させる
職務に必要なコードを取得・維持し、コンプライアンスを確保する
成果を上げ、付加価値を創出する
業務の計画および整理を行う
Travel requirements:
必要に応じて、研修および会議に参加する
Language requirements:
ビジネスレベルの英語力
業務上必要に応じた日本語力
韓国語またはタイ語の語学力があれば尚可
履歴書は英語および日本語の両方でご提出ください。
Person Specification
Attribute
Essential Criteria
(Required to do the job) Desirable Criteria Knowledge and Experience (e.g. Type, level) 優れたデータ管理および業務整理能力を有し、細部まで高い注意力を発揮できること 規制分野における知識または経験、もしくは類似職種や実務経験があれば尚可 請求業務および問い合わせ対応の経験を有し、苦情対応業務を支援できること Skills and Abilities (e.g. Teamwork, IT, Communication, Relationships) 社内外を問わず、あらゆる階層の関係者と効果的にコミュニケーションを図ることができること 顧客および事業ニーズに基づき、重要度に応じて業務を計画・優先順位付けできること 社内方針および手順に沿って業務を遂行できること 職務に関連する規制および要件の背景を理解し、習得する能力を有すること 高い正確性をもって業務を行い、初回から正しく遂行することができること
Qualifications
(e.g. Technical) Windows、Excel、Word などの一般的なソフトウェアツールに関する十分なITリテラシーを有し、SAP、Darwin、PG などの BSI システムを習得する意欲および能力を有すること Personal Qualities / Aptitudes (e.g. Initiative, flexibility, commitment, reliability) 困難な状況や複雑な問い合わせにも柔軟に対応できる高いレジリエンスを有すること 効果的なチームプレーヤーであること 主体的に課題解決に取り組む姿勢を有すること 変化に迅速に適応し、新たな知識やスキルを積極的に習得できること 変化の激しい規制を取り巻く環境に対応できる柔軟性および適応力を有すること Purpose of the role
Servicing a global client base of internal and external clients your keen eye for accuracy and attention to detail ensures data integrity. Creating, managing, and maintaining the master client data. To complete the end-to-end delivery of set up and maintenance of client certification requirements. To work alongside the technical team to deliver as per regulatory and business requirements.
Key Responsibilities & Accountabilities:
As a Client Services Coordinator, you will:
Create and maintain client master data. Adhering to process rules, regulatory framework and applying best practice you will create/maintain client data across all RS schemes such as ISO 13485, ISO 42001, regulation and directive.
Create and maintain jobs.
Provide mock certificates to clients.
Create certificate data in accordance with EUDAMED guidance & local government requirements Manage invoicing..
Manage Annual Management Fees for appropriate schemes.
Manage invoice credits, queries and deliver resolutions.
Run system reports as required to validate client data.
Action compliance data reports.
Maintain accurate system scheduling and job creation.
Create quotes where notary or translation services are required.
Deliver Certificate Release – final quality control review step pre issuing the certificate to the client.
Manage client cancellation/suspension/refusal/withdrawal process Plan, prioritise and deliver work according to customer need and SLA’s.
Receive and respond to client queries.
Support the business in new process or system implementation through UAT.
Communicate across multiple teams and stakeholders within RS to effectively deliver required services.
Achieve and maintain a working understanding of ISO 13485, ISO 42001, MedDev regulations, directives, and other schemes: our role as a Notified Body and UK Approved Body.
To undertake activities according with BSI Policies, Procedures and Protocols.
Attain and maintain competency codes to remain compliant in role.
Provide support to audits as required.
Key Performance Indicators
Meet defined operational KPI’s.
Meet business financial KPI’s.
Delivery of service in line with internal processes and procedures to a high standard.
Internal and external customer satisfaction.
Achieve and maintain codes to remain compliant in the role.
Achievement – delivering results and creating value
Planning and organising
Building and retaining relationships
Team working
Travel requirements:
For training/meetings as required
Language requirements:
Business English
Japanese language as required
Korean language proficiency is preferred.
Physical demands: (Complete locally only if required i.e., US)
Person Specification
1/ Knowledge and Experience (e.g. Type, level) Essential Criteria (Required to do the job) Excellent data management and organisation skills, with exceptional attention to detail.
Knowledge or experience from a regulatory background, similar role or work experience would be beneficial Experience in invoicing and query resolution. Ability to support complaints handling activities
Desirable Criteria
Knowledge or experience from a regulatory background, similar role or work experience would be beneficial Experience in invoicing and query resolution. Ability to support complaints handling activities 2/ Skills and Abilities (e.g. Teamwork, IT, Communication, Relationships) Essential Criteria (Required to do the job) Ability to effectively communicate at all levels of the business internally and externally.
Ability to plan and prioritise tasks according to importance to the client and business needs.
Ability to carry out activities in line with internal policies and procedures Ability to learn and understand context of regulations and requirements as it relates to the role Accuracy of work with the ability to operate in a right first-time environment 3/ Qualifications (e.g. Technical) Essential Criteria (Required to do the job) Computer literate and familiar with commonly used software tools (e.g. Windows, Excel, Word) and ability to learn BSI systems e.g. SAP, Darwin, PG 4/ Personal Qualities / Aptitudes (e.g. Initiative, flexibility, commitment, reliability) Essential Criteria (Required to do the job) Resilient, with an ability to manage complex queries Effective team player Proactive problem resolution Quick to adapt to change and apply new learning Flexibility and adaptability to an ever-changing regulatory environment BSI Excellence behaviours Client Centric – I put internal and external clients at the centre of my thinking. I am proud to deliver outstanding client service.
Collaboration – I build trust-based relationships through my ability to communicate openly and honestly. I value what others bring and I work inclusively with others at all times.
Agility - I am open to change and willing to adapt my ways of working. I explore new ideas and ways to improve things to grow the business effectively.
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.