The Relocation Advisor (RA) is tasked to ensure that Employees receive world class services from Team Relocations and its partners. The RA is the main point of contact for Assignees and Transfer Advisors (TA) during the transfer process for international assignments and takes ownership throughout the whole process.
The Customer Service Manager
Hoofddorp, the Netherlands
Focus on excellent customer service in each aspect of the transfer process;
Manage the transfer by coordinating the required services according to the agreed process and Shell policy;
Work in partnership together with the Shell counterpart (TA) in every stage of the transfer process;
Pro-actively inform Assignee/TA on process, timelines, responsibilities and keep them updated on progress at all times;
Promptly and properly answer calls/e-mails from Assignee/TA and source information from the relevant stakeholders when needed, whilst keeping Assignee/TA informed on your actions and timings;
Identify exceptional situations and support exception requests by obtaining and providing information required by the TA;
Identify non-conformities in the process and undertake the necessary actions to resolve these. Discuss with the Senior RA how to mitigate in future and ensure appropriate registration in NCR system including follow up actions taken to support continual improvement of the procedures;
Resolve an escalation (low/medium risk) swiftly and satisfactory based on the advice/outcome of the escalation review. In case of high risk escalations, proactively & appropriately inform the Senior RA for immediate action, provide the necessary background information and source additional information upon request;
Coordinate the communication and tasks of all relevant internal parties in the transfer process to deliver their service correctly and timely. Actively seek updates from parties involved and ensure to be aware of progress and latest status at all times;
Keep complete and accurate files at all time and complete all tasks accurately, including on time billing; Prepare first time right documentation and communication required as per process and applying data privacy principles;
Manage the suppliers involved according to agreed policy and procedures (both Team offices & partner network) and report feedback on cooperation on a regular basis to the CSM;
Project member: participation and ownership in assigned project groups.
service focused result driven team work
taking ownership empathy professionalism helicopter view initiative
Our Core Values are those values we hold which form the foundation on which we perform work and conduct ourselves. We call this the Excalibur programme. All employees are required to understand and embed these values in any undertakings for Team Relocations.
Bachelor degree or equivalent
Min. 2 years experience in an international environment, preferably within the field of international mobility or customer service
Excellent command of the English language, other foreign languages is an advantage
Strong communication and interpersonal skills Organisational skills and ability to identify priorities Strong commitment to customer service
Flexible, pro-active, team player, enthusiastic
About Team Relocations
Originally founded in 1977, Team Relocations is one of the world’s largest international relocation and move management companies.
As Europe's leader with 34 operating locations across 13 countries, we are at the forefront of the industry, consistently providing innovative and cost-effective integrated relocation solutions. For nearly four decades, the Group’s specialist brands have been delivering these services on a global, national and regional basis for many of the world’s leading multinational organisations and government agencies.
Team Relocations incorporates three core disciplines: relocation, moving and specialist services, providing a comprehensive business offering to both corporate and private market sectors. Locally, Team ‘local brands’ incorporate specialist commercial activities, international removals for the private individuals, and domestic/regional services across all 13 countries.