BGRS jobs - Support Services Coordinator

Role 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  them in a timely manner
•  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
• 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

What BGRS Offers

• Competitive salary and incentive plans
• 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