EVIP Consultant

This is a fully remote position, open to applicants in China.

📋 Description

• Act as the main contact for EVIP customers throughout their mobility experience.

• Manage a comprehensive range of relocation management services, which include policy counseling, support for home sales and purchases, destination services, shipment of household goods, intercultural services, visa and immigration assistance, language training, ongoing assignment support, and repatriation.

• Analyze client relocation policies and procedures to provide customized advice to relocating employees.

• Proactively identify, manage, and resolve issues swiftly, creatively, and with appropriate escalation when necessary.

• Serve as the sole point of contact and responsibility for EVIP relocations.

• Review communications from suppliers to prevent customers from submitting duplicate information.

• Collaborate with internal support teams and external providers to fulfill customer requirements.

• Respond to relocating employees on the same business day, ideally within four business hours.

• Offer ongoing consultation and proactive guidance throughout international assignments or relocations.

• Identify and suggest improvements to processes to boost efficiency, consistency, and customer experience.

• Function within a global 24/7/365 EVIP support framework.

• Consult with clients regarding authorized services and possible policy exceptions.

• Provide updates to key clients and Sirva stakeholders.

• Assist in managing exceptions and recommend decisions on policy exceptions.

• Deliver status reports, communicate emerging issues, and propose practical solutions.

• Complete client projects and reports as necessary.

• Cultivate subject matter expertise in client policies and operational procedures.

• Attend mandatory, essential, and recommended training sessions.

• Undertake additional tasks supporting the manager, clients, and customers.

• Engage in sales activities as needed.

⛳️ Requirements

• Significant experience in international mobility service delivery.

• Ideally, prior experience in VIP or executive-level program management.

• Digitally savvy, with proven ability to utilize multiple technology platforms as an integral part of daily service delivery.

• Quick to adapt to new technologies and effectively incorporate them into work practices.

• Comfortable managing multiple technology platforms simultaneously.

• Highly organized, possessing strong problem-solving skills and exceptional attention to detail.

• Capable of exercising sound judgment and overseeing complex processes until completion and resolution.

• Able to foresee potential issues and create effective solutions without immediate guidance or supervision.

• Creative thinker, adept at navigating ambiguity and resolving problems efficiently and swiftly.

• Demonstrates strong accountability for the customer experience and the successful execution of each move.

• Exhibits curiosity and a dedication to continuous learning.

• Maintains a trusted advisor mentality.

• Quickly builds trusted relationships through a strong service orientation, credibility, and responsiveness.

• Adapts communication style to cater to various VIP personas and family needs with confidence and discretion.

• Functions effectively within a team environment with shared objectives and responsibilities.

• Maintains a calm, confident, and composed demeanor in challenging, sensitive, or high-pressure situations.

• Demonstrates strong collaboration, cultural sensitivity, and excellent written, verbal, and interpersonal communication skills.

• Flexibility to work outside of core hours for calls or urgent support.

• Ability to assist customers across regions and urgent needs outside standard working hours.

🏝️ Benefits

• Hybrid working arrangements.

• Core Flex Hours.

• Health and wellbeing programs.

• Opportunities for learning and career development.

• Financial rewards.

• Global career opportunities.

• Provision of mobile devices to facilitate timely and responsive assistance when required.

• 24/7/365 customer support coverage.

• Flexible working options.

• Wellbeing initiatives.