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Job Description
Position Purpose
Move One Destination Coordinator is the primary point of accountability for Move One’s Relocation Management Company clients (RMCs) and local clients regarding destination services in their assigned location and for assigned account in accordance to client´s alignment. Responsible for supporting Destination Consultants in their duties with guidance, updates, and service-related information as well as responsible for cost review and management.
Responsibilities / Duties / Functions Tasks
Confirming receipt of service initiations with Clients/RMCs within one business day;
Opening a new job in the system for all initiations within one business day, unless it has been done by confirm.
billing details and service and fees with service initiation if not specified by SLA.
Ensuring that all online systems, forms, and procedures are completed as per the relevant RMCs SLA.
Achieve a minimum of 95% satisfaction rate from all assignees via customer evaluation reports;
Manage a caseload of between 60 --90 active cases depending on experience.
Making initial contact to any new assignee to their destination within one business day of initiation;
Inform assignee and queries will be responded to within 4 working hours;
Assigning the newly initiated service to one of the local Destination Consultants and briefing Destination Consultant on important service details.
Explaining to the assignee Move One’s relationship to their employer and/or the RMC, confirming the service to be provided, sending needs questionnaires, asking about critical elements of the relocation, as providing clear and timely updates and service reports to Move One clients and RMCs;
Following up with the Assignee at the midway point of the service to provide an opportunity for the immediately informing the Move One client/RMC of any service-related complaints, issues or challenges, as well as to Regional Operations Manager of any service issues.
Immediately notifying Regional Operations Manager of any service issues or escalations.
Collecting feedback on the vendors and reporting to the Regional Operations Manager of any service issues arising from those feedback reports.
Ensuring that Destination templates, information in the system and on Move One website is always up to date.
Confirming that all required documents are uploaded in accordance to document naming protocol.
Ensuring that all services are invoiced within the shortest possible time after the service is completed, and sending an accurate invoice to the client/RMC within 5 working days of service.
Monitoring the Destination Consultant’s reporting in the system.
Skills
University degree preferable or equivalent/
Service industry work experience/
Strong PC skills/
English language - advanced level/
Sophisticated manner (ability to relate to people, clients and staff, at all levels)
Strong service inclination and customer orientation
Knowledge of expat residential areas and properties
Ability to communicate clearly, concisely and with confidence (verbally and in writing)
Excellent listening skills