VoC Coordinator at Bureau Veritas Group

• The job incumbent is responsible for the accurate and professional coordination of the whole administrative process flow for VoC in his/her area of responsibility. He/She performs the job within the framework of the BV Quality Assurance System, ISO 9001, ISO 17020, the Code of Ethics, Three Absolutes (Safety, Financial Control & Ethics) and the BV Group policy..

Minimum Requirements

• Graduate from High school or secondary education with 2-3 years knowledge of VoC programs (last 2 months) in VOC procedures or equivalent experience or/and international transport and logistics or import/export field
• Good English and local language skills
• PC Skills (Siebel, Report writing)
• French &/ or Portuguese language would be a plus
• Microsoft Office (especially excel), Oracle (Siebel)
• Analytical and problem-solving skills
• Ability to deal with difficult situations.
• Effective verbal, listening and written communication skills
• Having the necessary knowledge and experience to reflect BV values to his/her environment and to the customers, being able to represent BV

Job Specification

Duties and Responsibilities

Act as a liaison and provide service information, answer questions, and resolve any emerging problems

• Advise clients about Bureau Veritas’ products or services.
• Manage incoming phone calls
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication.

Provide accurate, valid, and complete information

• Meet personal Key performance indicators (KPI) as well as the Issuing Office objectives.
• Handle customer complaints, assist with solutions and alternatives within the time frame
• Follow communication, procedures, guidelines and polices.
• Take the extra mile to engage customers

Review and validate the final documentation received from the client, as well as the data on the RFC (in terms of nature of goods, quantity, condition, packaging shipping mode etc.)

• Review the HS code (tariff headings) if product/s are regulated or not as per VoC country product list.
• Review FOB value to check if shipment may be under the threshold (refer to applicable VoC country procedures)
• Contact client immediately if any documentation or information is missing
• Generate an invoice as per VoC country procedure fee structure and submit to client. If the client works with PO, request for a copy of the PO
• Once proof of payment is received, proceed to assign to the technical team. If clients are out of South Africa, client will need to submit a swift copy of the payment.
• Ensure, prior to the release of issued certificates that all applicable procedures (especially the relevant checklist) have been applied in a satisfactory manner and the conclusion is satisfactory. Any discrepancy (corrected or not) shall be reported.
• Issue Certificates of Conformity / Non-Conformity reports as expeditiously as possible within the needed timeframes and in accordance with the procedures.
• Email certificates to the concerned client (ensure proof of payment for new clients and COD clients are received, then the certificate can be released)
• Perform additional tasks as and when required by Management

Key Behaviour

• BV Core & Business values
• Achievement motivation
• Teamwork and co-operation
• Customer service orientation
• Courteous
• Honest
• Helpful
• Humble
• Caring
• Hard worker and continuous learner
• Available and willing to travel

Key Skills

• Availability
• Customer orientated
• Positive attitude
• Must be emotionally intelligent
• Team player
• Self-starter
• Analytical, independent, and investigative
• Interpersonal skills