Destination Coordinator (Relocations) – Kuwait – Move One

POSITION PURPOSE

The Move One Destination Coordinator is the primary point of accountability for Move One’s Relocation Management Company clients (RMCs) and local clients regarding destination services in their assigned location and for assigned account in accordance to client´s alignment The Destination Coordinator is also responsible for supporting the Destination Consultants in their duties with guidance, updates, and service related information as well as responsible for cost review and management. The responsibilities of the Destination Coordinator include:

RESPONSIBILITIES/DUTIES/FUNCTIONS TASKS

Confirming receipt of service initiations with Clients/RMCs within one business day;

Confirm billing details and service and fees with service initiation if not specified by SLA;

Ensuring that all online systems, forms, and procedures are completed as per the relevant RMCs SLA in advance of invoicing;

Achieve a minimum of 95% satisfaction rate from all assignees via customer evaluation reports

Manage a casesload of between 60-90 active cases dependng on experience

Making initial contact to any new Assignee to their destination within one business day of initiation;

Inform assignee and queries will be responded to within 4 working hours

Assigning the newly initiated service to one of the local Destination Consultants and briefing the Destination Consultant on important service details;

Explaining to the assignee Move One’s relationship to their employer and/or the RMC, confirming the service to be provided, sending needs questionnaires, asking about critical elements of the relocation, and promoting the use of the Expat Eye, whenever available based on destination, as a valuable pre-arrival resource (preferably via telephone and not just email);

Providing clear and timely updates and service reports to Move One clients and RMCs;

Following up with the Assignee at the midway point of the service to provide an opportunity for the Assignee to offer feedback on Move One’s performance to date;

Immediately informing the Move One client/RMC of any service related complaints, issues or challenges, as well as to ME Regional Operations Manager Manager of any service issues;

Immediately notifying the ME Regional Operations Manager of any service issues or escalations brought to their attention by an RMC;

Confirming that all required documents are uploaded in accordance to document naming protocol and information are stored as part of the job in v3 and then closing the job.

Ensuring that all services are invoiced within the shortest possible time after the service is completed, and sending an accurate invoice to the client/RMC within 5 working days of service completion in accordance with clients billing requirements;

Supporting the Destination Consultant with guidance, advice, and training during the service;

Monitoring the Destination Consultant’s reporting in v3;

Conducting bi-monthly staff meetings/calls covering scheduling, training updates, and operational reminders, with all local Destination staff, including phone meetings with any consultants in other cities;

Ensuring that Destination staff complete any updated training programs by the assigned deadline;

Monitor and control costs related to job performance

Monitor expense management of RMC´s clients when applicable (e.g. saving on rental)

Updating general client specific information based on the client alignment

Confirming receipt of client requests for destination information and rates on the day received (within one business day) and then preparing and responding to client requests within one business day or within the required deadline;

Recording vital service related information in v3, and monitoring data entered by Consultants (comments, statuses, time-tracker, costs, other fields, and closing jobs;

Job Details

Date Posted:2017-12-17
Job Location:Al Kuwait, Kuwait
Job Role:Support Services
Company Industry:Other

Preferred Candidate

Career Level:Mid Career
Degree:Bachelor's degree

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