[Hiring] Bilingual Customer Experience & Operations Consultant @Sirva

Role Description

As a Customer Experience & Operations (CXO) Consultant, you will contribute to Sirva’s success by serving as the primary point of coordination to Sirva’s customers in their mobility journey. This role is service focused, with the organizational ability to support, monitor and consult with customers across a large client base. Additionally, this role will seek out opportunities to enhance the customer experience.

• Places proactive calls with customers to welcome them and advise on authorized services and policies.
• Engages and adopts new technology enhancements and features, promoting them internally and with customers.
• Serves as a trusted advisor in mobility programs, learning about available services and translating them to meet individual customer needs.
• Regularly utilizes digital tools to access client policy information for timely and accurate communication.
• Advises on services delivered by supplier partners and troubleshoots across service lines.
• Demonstrates proficient skills in managing complex relocations.
• Utilizes an omnichannel technology solution (phone, email, chat, etc.) to support customer interactions.
• Partners internally with other customer support teams to ensure all customer needs are met.
• Collaborates externally with supplier partners to coordinate authorized services for customers.
• Ensures strong data integrity through regular upkeep of file notes and updates.
• Ensures outlined Key Experience Metrics and customer/client SLAs are met or exceeded.
• Supports customer and client needs with a focus on quality, accuracy, and timeliness.

Qualifications

• High school diploma or equivalent.
• University/college degree preferred.
• 1 year in a customer experience, business operations role preferred.
• International experience a plus, but not necessary.
• Fluency in English and French; other languages are highly desired.
• Experience providing highly organized delivery, problem-solving skills, and attention to detail.
• Able to think creatively and navigate ambiguity to solve problems.
• Strong accountability for success of customer experience.
• Curiosity and hunger to learn and grow.
• Digitally focused with comfort utilizing multiple technology platforms.
• Strong customer service and trusted advisor mindset.
• Able to build trust across various customer types.
• Excellent written, verbal communication, and interpersonal skills.

Requirements

• Regularly attends mandatory training to support on-the-job knowledge and career growth.
• Completes other tasks/responsibilities as required to provide effective support.

Benefits

• Competitive salary.
• Workplace flexibility for a balanced work/life approach.
• Comprehensive benefits packages and wellness program.
• Generous company-paid vacation days and holiday time.
• Challenging, collaborative, diverse corporate culture.
• Ongoing opportunities for learning and career development.