JD - Mobility Advisor I (248)
Accurately create and maintain employee files and databases with hard copy and soft copy documents; utilizing systems to efficiently manage customer files across all relevant parties
Ensure that Crown systems are updated with service process information when information is obtained to ensure real time progress of services.
To also ensure transfer and provision of information is data privacy compliant at all times
Complies with financial tasks and documentation processes to assure accurate and timely invoicing, including drafting of job costs, invoices, PIRs, etc and other financial processes, review internal and third party invoices to ensure alignment of service and invoice
Coordinate and follow-up on all services performed including liaising with other Crown offices and vendors on service provision and co-
ordination, provide back-end process where necessary for specific services e.g. shipment
Liaise with assignees to implement, coordinate and manage global mobility & household goods services, as the primary contact on behalf of Crown’s clients according to requirements.
Also to meet with assignees and collection of documents where appropriate
Liaise with corporate clients where necessary to gather information or documentation to
complete services, clarify service or policy provision. Attend face-to-face meetings with client periodically and be based at client site when required
Participate in regular account-specific communication sessions, team meetings, and learning services to continuously improve performance.
This includes identifying process improvements, cost savings and cost avoidance.
Ensuring assignee and client satisfaction on all services are within the various KPIs an SLAs of the various accounts
Facilitates resolution of exceptions and escalations as per client operational guidelines; liaises with Account Manager on operational, escalation and exception issues as relevant;
manage the customer feedback process and any improvement opportunities presented
Aptitude, Knowledge and Qualifications
Ability to maintain confidentiality and display tact and discretion at all times.
Excellent analytical, interpersonal and communication skills.
Ability to work in a potentially rapidly changing environment.
Ability to set priorities, manage your time and workload and dependably meet strict deadlines.
Ensure tasks are completed within timelines to a high degree of accuracy and professionalism.
Ability to work efficiently in a high pressured environment.
Confident can do attitude and a willingness to support stakeholders in effectively doing their job.
Solution oriented approach to problem solving and decision making.
Professional Knowledge and Skills
Exceptional interpersonal skills and the ability to build collaborative relationships with multiple and diverse stakeholders.
Well-developed administration and organisation skills with strong attention to detail.
Proficient computer skills with experience using Microsoft Office
Strong communication and presentation skills.
Cultural sensitivity and awareness.
Diploma and above, or equivalent (preferred)
2 - 3 years industry or equivalent customer services experience