Global Assignment Consultant

Sirva is the global leader in moving and relocation services, offering solutions for mobility programs to companies of every size. With Sirva locations and franchised and agent locations in 177 countries, we offer unmatched global breadth supported by localized attention and innovative technology that strikes the right balance of self-service and human support.  By leveraging our global network, we deliver a superior experience that only a “one-stop shop” can provide. We’re a team that works globally to provide the best service locally — a company that is everything you need, everywhere you need it!  Why work for Sirva?  Being an international brand with a cross regional structure your career opportunities could be endless! You can make colleagues, connections, and friendships the world over with Sirva.  Diversity and inclusion are part of our service and therefore are part of our DNA. At Sirva our Inclusion, Diversity & Equity Alliance (I.D.E.A) is our global initiative that imprints itself to our identify.   Sirva has invested in benefits to its employees across health & wellbeing and financial rewards. We are proud to support a flexible hybrid way of working supported by our Work from Home and Core Flex Hours policy - trust & communication Is key to this model and encourage all employees to discuss with their People leaders what works best for you.     Position Overview: The Global Assignment Consultant serves as the primary point of coordination to Sirva’s customers in their mobility journey. This role is service focused, with the organizational ability to support, monitor and consult with customers across a large client base. Additionally, this role will seek opportunities to enhance the customer’s experience, both by proactively contacting the customer in recognition of critical milestones in their journey and by offering additional program services, where appropriate.    Functions and Responsibilities: Direct Customer Interaction  Places proactive calls with customers to welcome them, advise on the authorized services and policies to be provided, connecting at meaningful moments throughout the move.  Engages and adopts new technology enhancements and features, sharing these updates and promoting them internally and with customers to encourage high usage of tools and self-service support.   Serves as a trusted advisor in the mobility programs across a client base, learning and understanding about available services, and translating those services confidently when speaking to each individual customer’s needs.  Works to fully understand customer needs and concerns by asking questions, listening carefully, showing empathy and using expertise to provide sound guidance throughout the customer mobility journey.   Regularly utilizes digital tools to access client policy information to ensure timely and accurate information is adequately conveyed to the customer.   Ability to advise on services delivered by our supplier partners and trouble shoot across service lines. Services can include home purchase, home rental, property management, expense management, household goods, immigration, temporary living, education, language training, destination services, and any other related services for all mobility program types.   Utilizes an omnichannel technology solution (phone, email, chat, etc.) to support customer interactions.   Partners internally with other customer support teams to ensure all customer needs are promptly met, coordinating and responding as a single support team for the customer.    Collaborates externally with supplier partners as appropriate, to coordinate authorized services for the customer, recognizing these suppliers are an extension of the customer experience.   Dedicated to strong data integrity, ensuring system accuracy through regular upkeep of file notes, updates, and information, so that system data can be used confidently and reliably to drive and inform other company processes and to contribute to a smoother customer experience.   Ensures outlined Key Experience Metrics and customer/client SLAs (e.g. customer satisfaction, responsiveness, cost savings) are met or exceeded.   Supports customer and client needs with a focus on quality, accuracy and timeliness so as to achieve zero financial write-offs. Client Support/Calls  Communicates with the client’s HR contacts on relocation/assignment issues impacting the employee and family.  Helps with exception management, including recommendations on specific exceptions to policy.   Provides status updates, keeping the client abreast of issues and offering solutions as issues arise, and completing client projects and reports as requested.  Training, Team Meetings, Other internal Sirva tasks  Regularly attends mandatory, essential and recommended training to support on the job knowledge, career growth, and understanding of the organizational vision, culture and experience.  Completes other tasks/responsibilities as required to provide effective support to Manager, Client and Customers.    Qualifications and Preferred Skills: Education/Certification Requirements High school diploma or equivalent.   University/college degree preferred.  International experience a plus, but not necessary  Must be fluent in English, but other languages are highly desired. Cognitive Skills  Experience in providing highly organized delivery, demonstrable problem-solving skills and high attention to detail.   Experience of exercising judgement in owning complex processes, through to completion and resolution.   Able to think creatively and successfully navigate ambiguity to solve problems quickly and efficiently.    Strong accountability for success of customer experience.  Curiosity and hunger to learn and to grow alongside a transforming organization.  Technology Skills  Digitally focused with demonstrated comfort utilizing multiple technology platforms as an integrated component of their day-to-day role.  Embraces new technology and can easily incorporate into ways of working.  Ability to navigate multiple technology platforms simultaneously.  Social & Emotional Skills  Strong customer service and trusted advisor mindset in both proactive and reactive scenarios.  Able to easily and quickly build trust across many persona/personality customer types.  Able to operate in a team environment with shared goals and responsibilities, in support of positive customer experiences.   Displays confident, calm demeanor, particularly in difficult, emotional, or stressful situations.  Strong collaborator and team player.  Excellent written, verbal communication and interpersonal skills.    You foster belonging and encourage authenticity. You are inclusive, value diversity, and recognize that these behaviors empower and inspire positive action and promote innovation  Education and Certification Requirements: High school diploma required; College degree preferred.   Apply Now If this sounds like your type of role, then please submit your application via the APPLY now option and complete all necessary information.