About Company
SIRVA Worldwide Relocation & Moving is a global leader in providing an extensive portfolio of relocation and moving services. With operations in more than 170 countries, SIRVA offers a complete suite of solutions to corporate clients and their transferees, ensuring seamless transitions across borders and cultures. Our mission is to make relocation effortless, guiding individuals and families through every step of their journey with unparalleled expertise and care. We pride ourselves on a culture of excellence, innovation, and empathy, empowering our employees to deliver exceptional service and build lasting relationships. Joining SIRVA means becoming part of a diverse and dynamic team dedicated to making a tangible difference in people’s lives as they embark on new adventures worldwide. We are committed to fostering an inclusive environment where every employee feels valued and empowered to contribute to our collective success.
Job Description
As a Customer Service Representative specializing in Global Relocation at SIRVA, you will be the primary point of contact for our valued clients and their employees undergoing international transfers. This pivotal role involves providing comprehensive support, expert guidance, and proactive communication throughout the entire relocation process. You will manage a portfolio of relocation cases, ensuring all services are delivered efficiently, on time, and to the highest standards of customer satisfaction. Your day will involve coordinating with various internal departments and external service providers, resolving challenges with professionalism, and maintaining detailed records to track progress.
This role demands exceptional organizational skills, a deep understanding of global mobility nuances, and an unwavering commitment to delivering a stress-free experience for our transferees. You will act as a trusted advisor, navigating complex logistical and emotional aspects of relocating across the globe. We are looking for an empathetic, proactive, and detail-oriented individual who thrives in a fast-paced international environment and is passionate about helping people embrace new opportunities worldwide. Your ability to anticipate needs, communicate clearly across cultures, and maintain a positive attitude under pressure will be key to your success and the satisfaction of our clients. This is more than just customer service; it’s about facilitating life-changing transitions with grace and precision. You will be instrumental in upholding SIRVA’s reputation for excellence and ensuring every client’s journey is smooth and successful, contributing directly to their positive experience and our global impact.
Key Responsibilities
- Manage a caseload of international relocation files from initiation to completion.
- Serve as the primary point of contact for relocating employees, providing regular updates and comprehensive support via phone and email.
- Coordinate and monitor the delivery of various relocation services, including household goods shipping, temporary housing, immigration support, and destination services.
- Proactively identify and resolve any service delivery issues or client concerns with professionalism and efficiency, escalating complex matters when necessary.
- Maintain accurate and up-to-date records of all client interactions and service activities within the CRM system and other internal databases.
- Collaborate effectively with internal teams (operations, finance, sales, immigration) and external vendors to ensure seamless service integration.
- Educate clients on relocation policies, procedures, and timelines, ensuring full understanding and compliance.
- Provide empathetic support and guidance to transferees, understanding and addressing the emotional aspects of relocation.
- Ensure compliance with all company policies, client-specific requirements, and international regulations.
- Contribute to continuous improvement initiatives to enhance service delivery and client satisfaction through feedback and process suggestions.
Required Skills
- Excellent written and verbal communication skills, including cross-cultural communication.
- Strong problem-solving and critical-thinking abilities with a proactive approach.
- Exceptional organizational skills and meticulous attention to detail.
- Proficiency in CRM software (e.g., Salesforce) and Microsoft Office Suite (Word, Excel, Outlook).
- Ability to manage multiple priorities, projects, and deadlines in a fast-paced environment.
- Demonstrated empathy, patience, and a strong customer-centric approach.
- Cultural sensitivity and an understanding of international differences and protocols.
- Ability to work both independently and collaboratively as part of a global team.
- Minimum of 2 years of experience in customer service, account management, or a related client-facing role.
Preferred Qualifications
- Bachelor's degree in Business Administration, International Relations, Human Resources, or a related field.
- Fluency in a second language (e.g., Spanish, French, German, Mandarin, Japanese).
- Prior experience in the relocation, logistics, or global mobility industry.
- Experience with global mobility specific software platforms.
- Prior experience living or working abroad, providing first-hand cultural insight.
Perks & Benefits
- Comprehensive Health, Dental, and Vision Insurance options.
- 401(k) Retirement Plan with generous Company Match.
- Generous Paid Time Off (PTO) and Company Holidays.
- Life and Disability Insurance coverage.
- Employee Assistance Program (EAP) for personal and professional support.
- Extensive Opportunities for Professional Development and Career Growth within a global organization.
- Dynamic, inclusive, and supportive Work Environment.
- Flexible Remote Work Model, providing work-life balance.
- Employee discounts on relocation services for personal use.
- Access to a global network of professionals and industry experts.
How to Apply
To embark on a rewarding career with SIRVA Worldwide Relocation & Moving, please click on the application link below. We look forward to reviewing your qualifications and learning how you can contribute to our global team dedicated to making international moves seamless.