RBS Administrative Assistant (with sales and customer service representative with salesforce experience)

Company Description

We are SGS – the world’s leading testing, inspection and certification company. We are recognized as the global benchmark for quality and integrity. Our 93,000 employees operate a network of 2,600 offices and laboratories, working together to enable a better, safer and more interconnected world.

Job Description

Primary Responsibilities

The Administrative Assistant will be responsible for providing support in the administrative tasks of the business Line.

Specific Responsibilities

• Review and Allocate Inbound Enquiries
  • Monitor and manage inbound enquiries received through telephones, emails, webforms and chatbot channels.
  • Review, assess and allocate sales enquiries to the appropriate member of the UK sales team using UK Service capability lists.
  • Allocate non-sales enquiries to the appropriate business function.
  • Contact customers to confirm receipt of their enquiry, and gather additional information or clarify enquiry requirements where required.
• Maintain Databases and Internal Systems (Salesforce & Service Information)
  • Maintain accurate UK Service capability lists and the SGS Services database.
  • Ensure Salesforce records are updated with accurate and complete information throughout the enquiry lifecycle.
  • Review Salesforce records to maintain data quality, remove duplicate or outdated information, and improve accuracy.
  • Verify that required documentation and mandatory fields are completed in line with SGS standards.
• Monitor Sales Activity and CRM Compliance
  • Monitor enquiry progression and sales team activity within Salesforce.
  • Review allocated enquiries to ensure customer communication has been recorded within agreed timescales.
  • Monitor compliance with internal sales processes, the Sales Incentive Scheme and Responsible Sales & Marketing Policy.
• Produce Sales and Performance Reporting
  • Produce regular reports and performance analysis to support business decision-making, reviewing CRM records and invoice revenue.
  • Report on enquiry allocation, customer contact activity, response times and overall enquiry performance.
  • Analyse sales performance data, including customer contact activity, lead management, client meetings, quotations and quote conversion.
  • Monitor closed-won opportunities to ensure accurate data capture and revenue reporting.
  • Provide performance feedback and insights to sales teams and management.
• Client Qualification and Customer Feedback
  • Contact customers to acknowledge enquiries.
  • Obtain additional information to support accurate enquiry allocation.
  • Gather customer feedback following sales team engagement to support continuous improvement and service quality.
• Salesforce System Administration
  • Support Salesforce licence management and user access requests.

• Support colleagues with additional administrative needs as required.
• Develops skills and knowledge to progress in your career.
• Develops trust by providing timely responses to all inquiries, whether by Teams, email, or phone.
• Promotes a positive “Can do!” attitude and a safe working environment.
• Be knowledgeable and compliant with SGS procedures and standards.
• Takes initiative in all we do and perform other duties as required to further SGS mission of service, quality and growth.
• Builds and maintains strong working relationships.
• Performs other related duties as may be assigned either in support of departmental goals or for his/her personal or professional training, education or development as programmed by his/her immediate superior.
• Ensures work area in GBS is kept clean and presentable at all times.
• Remains familiar with SGS quality assurance procedures.
• Complies to all SGS QHSE and HR policies and procedures
• At all times, complies with SGS Code of Integrity and Professional Conduct.

Qualifications

Profile

• Bachelor’s degree in administration, data analytics customer service, or experience in a similar role
• Advanced proficiency in office tools (Excel, Outlook, PowerPoint, Word).
• Advanced proficiency in Windows-based applications.
• Good command of the English language (B2+)

• Prior experience is preferred:
  • Previous experience in administrative roles.
  • Salesforce experience
  • Data analytics experience (Power BI)

Additional Information

Required Skills

• Strong organizational, and attention-to-detail skills.
• Ability to work effectively in a team and under pressure.
• Proactive approach and problem-solving attitude.
• High level of integrity and sense of responsibility.
• Effective communication and collaboration skills in remote and multidisciplinary environments.