[Flexible & Remote] Relocation Consultant - Australia

About the role

Flexible Relocation Coaches work with PerchPeek to support current markets with surges in business volume, provide flexibility for Relocation Coach capacity, and improve coverage to support relocators across multiple markets and timezones. This role will work within a network of third-party consultants and with PerchPeek’s Network Manager to deliver quality customer experience in line with customer requirements and PerchPeek’s SLAs for quality and productivity.

Previous experience in the Global Mobility / Relocation industry and knowledge of relocation management and/or destination services is helpful, but not essential, as we’ll provide a free training course on how to become a successful Flex Relocation Coach. You’ll also receive paid training on all of our internal systems. You might be an awesome Relocation Coach if you’ve previously worked as a Customer Success Manager, Concierge, Personal Assistant, Support or Operations Specialist, or if you’ve worked in industries like travel, hospitality, SaaS startups, or HR.

Scope of Work

In more detail, Flexible Relocation Coaches will be contracted to deliver end-to-end Relocation Coach services to a diverse portfolio of relocators by:

• Building trusted relationships with relocators over the duration of their relocation journey as their main point of contact, delegating tasks when appropriate.
• Communicating with relocators via a) the PerchPeek app and b) through consultative and supportive calls to understand the customer’s needs, explain relocation services, and provide expertise, guidance & support to relocators within your portfolio.
• Handling difficult or complex relocator enquiries or situations, using critical judgement to ensure the best outcomes for your movers, including escalating these as appropriate.
• Providing the “right expertise at the right time” on all aspects of the relocation journey and life in the destination country to equip relocators to integrate successfully to their new location.
• Supporting relocators in understanding and abiding to their company’s relocation policy, including management of their relocation allowances.
• Recommending and coordinating additional relocation services from providers, working within PerchPeek’s Supply Chain. Examples include immigration, tax or shipping providers.
• Systems Cleanliness: utilising Operations and Relocation Experience processes to the highest standards to help make sure that our teams and systems run smoothly. i.e. ensuring collected data is accurate and useful for data analysis, reporting, and insights.
• Process implementation: supporting the rollout of process improvements by engaging with new processes and tools.
• Appropriately delegating relevant tasks to third-party consultants, monitoring service delivery to ensure all tasks are completed to a high quality within PerchPeek’s delivery SLAs.
• Identifying and managing escalations, delivery issues and inefficiencies appropriately to ensure your deliverables align with service delivery requirements, policies, and expectations.
• Familiarising yourself with PerchPeek’s products and providing guidance to relocators on how they can utilise the Relocator App and its tools and content.
• Advocating for high-quality knowledge capturing and contributing to developing the PerchPeek content library.
• Collaborating with other Relocation Coaches for creative problem-solving and knowledge sharing.

About You

Requirements

• Ability to live and work in Australia.
• The role requires fluency in verbal and written English, as well as awareness or first-hand knowledge of Australia's major cities and lifestyle norms.
• Knowledge of additional APAC countries and local lifestyles is preferred.
• No prior relocation experience is required, as we provide a comprehensive free training and up-skilling program to fully prepare you for success as a Relocation Coach.

While not necessary, we’re especially interested in candidates with the below:

• You share our value of Delighting Customers: in this role, you have the customer’s needs at the heart of your thoughts and actions every day.
• You are organised, efficient and prioritise your time so that you can balance being both proactive and reactive to the needs of your portfolio of customers and manage them across different timelines and stages of their relocations.
• You are an eloquent and concise communicator and can tailor your written and verbal communications to the specific customer. You are comfortable managing expectations and diplomatically handling concerns or objections.
• You are relentlessly focused on delivery. Things move quickly at PerchPeek, but even faster for our customers, so you should relish challenges and demonstrate a strong natural instinct to drive things to completion.
• You keep an eye on the details! Every relocation has its nuances, and it’s important to understand, track and translate these into accurate recommendations.
• You display comfort in ambiguous situations and are confident in working through unknowns and adapting to challenging customer needs or expectations.
• You are resilient in a range of situations. From constant changes as a business and product development to specific customer failures, you are comfortable adapting, learning and applying it to the next customer.
• You are highly autonomous and thrive in a 100% remote and independent working environment without losing personal motivation, initiative, or productivity.