Canada onlyRole Overview This role will report to the Team Leader, Business Operations. The successful candidate will be handling back-end support operations responsible for issue resolution and exception processing. 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 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.
What You’ll Be Doing 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 Sirva 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 Sirva ◦ Bachelor’s Degree preferred ◦ 2 years of experience in business operations process ◦ Excellent communication skills (both written and verbal) ◦ Multilingual (French, Russian, Japanese, Italian, Spanish) is an asset ◦ 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 ◦ You foster belonging and encourage authenticity. You are inclusive, value diversity, and recognize that these behaviors empower and inspire positive action and promote innovation.
At Sirva, we are committed to fair and transparent compensation practices. In accordance with applicable provincial and federal laws, we provide the following salary information for this position:
- Position Title: Support Services Coordinator
- Salary Range: $42,000-$50,000 CAD
- Benefits: Comprehensive benefits package that includes choice of two medical plans and two dental plans; Retirement plan, RRSP employer match (after 1 year), Life & Disability Insurance, and more. Benefits are based on employment status and may not be available for temporary or part-time employees
Salary ranges may vary based on location, market conditions, and other factors such as experience and qualifications. The final compensation will be determined during the hiring process based on these considerations.
For positions available outside Canada, salaries will take into account local currency and market conditions, which may differ from the CAD salary range. If you have any questions about salary or benefits, we encourage you to ask during the hiring process.
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