• 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 time 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
Qualifications:
• Proficient in Microsoft Office environment
• University Degree preferred
• Second Language (An international business language is preferred)
Preferred Qualifications:
• 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
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