Posted Thursday, January 2, 2025 at 5:00 AM Role Overview For the BGRS Canadian Government, all candidates will be interviewing for the following three roles. Customer Service Agent As a Customer Service Agent, you will contribute to Sirvas success by serving as the first point of contact between Sirva and our current customers. The successful candidate will be able to accept ownership for effectively handling customer issues and inquiries while ensuring customer satisfaction is at the core of every decision. Receive phone calls, emails, and online chat requests, providing answers about the relocation policy to our customers Effectively solve customer inquiries Ability to communicate clearly when handling different topics Identify customers needs, understand and clarify the information Research every issue to provide solutions Collaborate with your team and other team members to solve problems and share knowledge Build sustainable relationships and engage customers by going the extra mile. Ability to assume additional responsibilities and work flexible hours as required Work with minimal supervision in a fast-paced environment Perform various administrative tasks to support the Contact Centre Planning Session Agent As a Planning Session Agent, you will contribute to Sirvas success by providing relocation policy advice to our Customers through scheduled planning sessions across different channels telephone, video call, and chat. All relocation advice must be administered within the prescribed Relocation Directive, while also meeting the expected level of service as required based on our Service Level Agreement. The successful candidate will be able to accept ownership for effectively handling customer issues and inquiries; ensuring customer satisfaction is at the core of every decision. Deliver a daily average of seven 30 minute planning sessions as requested by Customers Record detailed notes for each planning session in the Customers profile for future review Review and reconcile relocation files, ensuring compliance with the Relocation Directive Review Customers submitted expense claims, while providing guidance as to what is required for future claims submissions Effectively resolve complex relocation problems within the constraints of the Relocation Directive Contact appropriate individuals for urgent and emergency requests to ensure requests are handled in a timely manner Identify areas of opportunity and utilize your skill and knowledge to suggest improvements Effectively manage your time while working in a fast-paced environment Various administrative tasks including record keeping and data entry Assist General Inquiries and Claims team with processing claims and miscellaneous CAF Member communication and expense management (chats, emails, phone calls, voicemails, advances, claims and TPSP payments) Perform various administrative tasks to support the Contact Centre Claims Processing Coordinator As a Claims Processing Coordinator, you will contribute to SIRVAs success by being responsible for the processing/verification of claims, advances and supplier invoices for our clients. Claims will be from receipt through resolution in accordance with all policy, guidelines and quality standards as per our service level agreement. As well you will analyze claims, advances, and supplier invoices to determine if eligibility requirements and claim filing requirements are met and make determinations based on the type of claims. Also there is a responsibility to achieve the expected level of service as required based on our Service Level Agreements. Additionally, the expected relocation costs of service delivery must be achieved within the prescribed policies and timeframes. Expense claim management in accordance with the relocation policy (verification and reconciliation of expenses) Analyze claims, advances and supplier invoices, to determine if eligibility requirements and claim filing requirements are met and make determinations Process all claim types by determining corrective action to be taken on various types of errors generated by the system and resolving these errors. Accurate and timely completion of invoice verification functions Deal tactfully with people in a wide variety of situations to convey a favorable corporate image Contact appropriate individuals for urgent and emergency requests to ensure requests are handled in a timely manner Identify area of opportunity and utilize skill/ knowledge to suggest improvements Analytical and detail-oriented with effective time management skills Understanding of the Customers relocation budget in accordance with Relocation Policy, and the standard operating procedures Provides direction/information to clients and from time to time service providers as required to ensure excellent coordination/execution of work with minimal disruption Assist General Inquiries team with miscellaneous CAF Member communication (chats, emails, phone calls, voicemails) Perform various administrative tasks to support the Contact Centre Other Information: Reliability status security clearance granted by CIISD, PSPC is required; the security clearance application will be facilitated via the Sirva Company Security Officer (CSO) (candidates need to have 5 consecutive years of verifiable history of living in Canada) *This job posting is for an existing vacancy. SIRVA Worldwide Relocation and Moving is a global leader in moving and relocation services, offering solutions for mobility programs to companies of every size. With 75 owned locations and more than #J-18808-Ljbffr
Job Title
BGRS Canadian Government Application