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Support Services Coordinator
3 months ago
The team will be responsible for assisting and supporting a suite of services offered to our customers on assignment, in various locations throughout the world.
The Senior Support Services Coordinator ensures our customers have the appropriate support for a hassle-free assignment.The role carries responsibility for high levels of customer service in a fast-paced environment.
The successful candidate will possess superior collaboration skills to successfully work with stakeholders including but not limited to Client Services, Supply Chain Management and Client Accounting / Finance.
**In response to the COVID-19 pandemic all interviews are being conducted virtually.If selected for an in-office position, you will work remotely while BGRS operates under mandatory telework. What You'll Be Doing
Primary Responsibilities - Customer Service
Superior ability to identify and understand customer needs and address them in a timely manner
Address escalations timely and with superior professionalism with a customer \ client mindset
Adhere to the BGRS core competencies at all times
Tasks Manage and resolve queries and escalations on a timely basis (initial acknowledgement within 24 hours)
Monitor customer inquiry and exception workflows regularly to ensure resolution within the defined service level agreement (SLA)
Attend and service client calls as necessary.
Need to be a team player with excellent ownership
Perform tasks in accordance with any statutory or legal requirements.
Ensure all resolutions and processing are in line with the process and rules of engagement.
Communicate at regular intervals to the customer and / or stakeholder advising on the status of the request
Ensure all interactions and transactions are accurately and timely documented in the ticketing / tracking systems and business operations systems for full transparency.
Save all departmental documents electronically in an easy to retrieve location and adhere to a paperless environment.Work closely with our supplier management team, client accounting teams and destination service providers in multiple locations across the world to ensure quality and timely services are being rendered to our customers.
Ensure continuous learning and development of self.Contribute to the knowledge base for the betterment of overall operations
Recommend process improvements changes based on business objectives
Projects and / or tasks as assigned by supervisors.
What You Bring to BGRS
Bachelors Degree preferred
2 years of experience in business operations process
Excellent communication skills (both written and verbal)
Knowledge of relocation industry will be an added advantage
International experience will be an added advantage
Demonstrate high levels of customer service and operational excellence
Experience in multichannel communication environment
Ability to multi-task and prioritize in a fast paced environment
Ability to collaborate successfully with employees from other departments
Proficient in Microsoft Windows environment (Excel, Word, PowerPoint, SharePoint)
Career oriented individual looking for a long term association
