Bilingual (French/English) Relocation Assistance Agent (Temp-to-Perm)

at  SIRVA

Role Overview
As a Relocation Assistance Agent, you will contribute to Sirva’s success by providing relocation policy advice to our customers through multiple channels. All relocation advice must be administered within the prescribed relocation policy, while also meeting the expected level of service as required based on our Service Level Agreement.The successful candidate will be able to accept ownership for effectively handling customer issues and inquiries; ensuring customer satisfaction is at the core of every decision.

What You’ll Be Doing

• Receive calls, emails, online chat requests and video chat, providing relocation policy advice to our customers
• Effectively resolve complex relocation problems within the constraints of the relocation policy
• Contact appropriate individuals for urgent and emergency requests to ensure requests are handled in a timely manner
• Complete all daily assigned call backs and follow ups to ensure customer satisfaction
• Identify areas of opportunity and utilize your skill and knowledge to suggest improvements
• Effectively manage your time while working in a fast-paced environment
• Establish the customer’s relocation budget in accordance with the relocation policy, and the standard operating procedures
• Provide direction and information to customers and from time to time service providers as required to ensure excellent coordination and execution of work with minimal disruption
• Various administrative tasks including record keeping and data entry

What You Bring to Sirva

• College/university graduate or equivalent work experience
• Knowledge in relocation, residential real estate, residential mortgages, legal or finance is an asset
• Professional, self-starter with the ability to assume additional responsibilities and work flexible hours as required
• Previous experience in a customer support role through a contact center
• Good interpersonal and communication skills
• Superior customer service skills and orientation
• Collaborative style needed
• Ability to maintain professionalism at all times under stressful situations
• Strong organizational skills
• Ability to plan and manage work under time constraints, without direct supervision
• Bilingualism is an asset
• You foster belonging and encourage authenticity. You are inclusive, value diversity, and recognize that these behaviors empower and inspire positive action and promote innovation

• Receive calls, emails, online chat requests and video chat, providing relocation policy advice to our customers
• Effectively resolve complex relocation problems within the constraints of the relocation policy
• Contact appropriate individuals for urgent and emergency requests to ensure requests are handled in a timely manner
• Complete all daily assigned call backs and follow ups to ensure customer satisfaction
• Identify areas of opportunity and utilize your skill and knowledge to suggest improvements
• Effectively manage your time while working in a fast-paced environment
• Establish the customer’s relocation budget in accordance with the relocation policy, and the standard operating procedures
• Provide direction and information to customers and from time to time service providers as required to ensure excellent coordination and execution of work with minimal disruption
• Various administrative tasks including record keeping and data entr