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Senior Africa Engineering & PMC Business Support Advisor

Posting Date: 8 Aug 2024 City: Tunis Location: Tunis, TN, 1082
Contract Type: Permanent Division: International Infrastructure & Mobility Level of experience: Senior RINA is currently recruiting for a Senior Africa Engineering & PMC Business Support Advisor to join its office in Tunisia within the International Infrastructure & Mobility Division.

Mission

A Business Support Senior Advisor has a focus on managing administrative tasks, including the creation of customers in a database, managing offers, handling contracts, and issuing invoices.
The Business Support Senior Advisors in this capacity contribute to the overall customer experience by ensuring that administrative processes are managed efficiently and accurately.

Key Accountabilities

1. Customer Data Management (if needed):
- Oversee the creation and maintenance of customer records in the database.
- Ensure the accuracy and completeness of customer information.
- Train and support junior business support staff in effective data management.
2. Offer Management:
- Collaborate with business development teams to understand and manage customer offers and pricing.
- Assist in the development and customization of offers based on customer needs.
- Review and validate offers to ensure alignment with company policies.
3. Contract Management:
- Handle the drafting, and execution of customer contracts.
- Ensure that contracts are in compliance with legal and regulatory requirements.
- Monitor contract timelines, renewals, and amendments.
4. Invoicing and Billing (if needed):
- Oversee the generation and issuance of invoices to customers.
- Validate invoice details, including pricing, discounts, and terms.
- Address complex billing inquiries and discrepancies.
5. Timesheet Management (if needed):
- Remind technical staff to submit accurate and timely timesheets for each project.
- Ensure timesheets are completed in accordance with company policies and client requirements.
- Collaborate with technical teams to resolve any discrepancies or missing information.
6. Customer Interaction:
- Provide high-level support for complex customer inquiries and issues.
- Act as an escalation point for challenging customer situations.
- Foster positive customer relationships through effective communication.
7. Team Leadership and Training:
- Provide leadership and guidance to junior customer service advisors.
- Conduct training sessions on customer service processes, database management, and administrative tasks.
- Foster a collaborative and productive team environment.
8. Process Improvement:
- Identify opportunities for process improvement within the customer service and administrative functions.
- Implement and oversee changes to enhance efficiency and effectiveness.
9. Cross-Functional Collaboration:
- Collaborate with sales, marketing, finance, and other departments to ensure seamless customer interactions.
- Provide insights and feedback to improve overall business processes.
10. Reporting and Analysis:
- Generate and analyze reports related to customer service performance, contract management, and billing.
- Provide regular updates to management on key performance indicators.
11. Customer Satisfaction Enhancement:
- Implement strategies to enhance customer satisfaction and loyalty.
- Gather customer feedback and recommend improvements to products or services.
12. Compliance and Risk Management:
- Ensure compliance with relevant laws, regulations, and company policies.
- Identify and mitigate risks associated with customer contracts and billing processes.
13. Collaboration with Cross-Functional Teams:
- Collaborate with business developmen, marketing, and other departments to gather and share relevant customer information.
- Provide insights to improve customer experience and streamline administrative processes.
14. Continuous Improvement:
- Identify opportunities to enhance efficiency in administrative processes.
- Propose and implement improvements to streamline workflows and enhance customer satisfaction.
15. Training and Support:
- Provide guidance and support to customers on using online portals or self-service tools for account management.
- Assist in training new employees on customer service and administrative processes.

Education

Bachelor’s Degree in Business Administration Finance Management

Qualifications

- Substantial experience in customer service or business support is typically required. This may include a minimum number of years in a business support role, with a preference for experience in a senior or advisory capacity.
- In-depth knowledge of business support processes, best practices, and business units standards. The senior advisor should have a comprehensive understanding of how to deliver exceptional business support.
- A deep understanding of the products or services offered by RINA. This knowledge is essential for providing accurate and comprehensive assistance to customers.
- Proficiency in using customer relationship management (CRM) systems and other relevant technology tools. This includes the ability to navigate systems efficiently and provide technical support to customers if necessary.

Competencies

MAKE EFFECTIVE DECISIONS - Structure activities according to priorities, actions, resources and constraint ADDRESS THE WAY - Have a big picture of different situations and reinterpret it in a perspective way MANAGE EMOTIONS - Recognise one's and other's emotions and express and regulate one's reactions CLIENT INTIMACY - Embrace internal and external client needs, expectations, and requirements to ensure maximum satisfaction EARN TRUST - Take everyone's opinion into account and remain open to diversity PROMOTE SUSTAINABLE DEVELOPMENT - Promote commitment by keeping promises as a Role Model THINK FORWARD - Capitalise on experiences and translate them into action plans for the future PIONEER CHANGE - Actively embrace change and benefit from the new circumstances BUILD NETWORK - Forge trust relationships, across departments, and outside the organization
With over 5,600 employees and 200 offices in 70 countries worldwide, RINA is a multinational player which provides certification, marine classification, product testing, site supervision and vendor inspection, training and engineering consultancy services across a wide range of sectors. Our business model covers the full process of project development, from concept to completion. The aim is to guarantee a project’s technical, environmental and safety - and sometimes also economic and financial - sustainability.

At RINA, we endeavor to create a work environment where every single person is valued and encouraged to develop new ideas. We provide equal employment opportunities and are committed to creating a workplace where everyone feels respected and safe from discrimination or harassment of any kind. We are also compliant to the Italian Law n. 68/99.

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