Support Services Coordinator

IRVA BGRS is the global leader in moving and relocation services, offering solutions for mobility
programs to companies of every size. With SIRVA BGRS 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 BGRS?
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 BGRS.
Diversity and inclusion is part of our service and therefore is part of our DNA. At SIRVA BGRS our Inclusion, Diversity & Equity Alliance (I.D.E.A) is our global initiative that imprints itself to our identity.
SIRVA BGRS 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.

Role Overview

**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
- Bachelor’s 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

SIRVA brings together strong, collaborative people in a dynamic culture of mutual respect, support, and passion for the brand and product. We believe innovation drives winning performance, and we constantly challenge ourselves to be the very best we can in every aspect of our business. You will be surrounded by some of the brightest and most driven people in the industry. At SIRVA, you will be in great company

At SIRVA, we're committed to cultivating a workplace that reflects the diversity of the global organizations that we serve. We recognize that building an inclusive, engaged company culture results in empowered employees that reflect a wide range of approaches and perspectives. Those perspectives lead to new ideas. New ideas lead to innovation and excellence. Our approach to diversity, equality and inclusion is driven by a commitment to these values and a belief that diversity makes our company stronger.

SIRVA is an equal opportunity employer. We evaluate qualif