Relocation Consultant

About PerchPeek

At PerchPeek, we envision a world without borders where individuals can freely live and work wherever they choose. We aim to create global opportunities by simplifying the relocation process. Relocating can be overwhelming due to immigration, taxes, housing, and more. PerchPeek offers a streamlined mobility ecosystem, leveraging technology and expertise to support businesses and individuals through every stage of relocation.

About The Role

As a Flexible Relocation Coach, you will support current markets during high business volume, provide capacity flexibility, and ensure coverage for relocators across various markets and time zones. You will collaborate with third-party consultants and PerchPeek’s Network Manager to deliver excellent customer experiences, meeting PerchPeek's SLAs. Previous experience in customer success, concierge services, personal assistance, or operations, particularly in travel, hospitality, SaaS, or HR, is beneficial. Experience in Global Mobility or Relocation is helpful but not required, as comprehensive training will be provided.

Scope of Work

• Build trusted relationships with relocators, acting as their primary point of contact and delegating tasks as needed.
• Communicate with relocators via the PerchPeek app and consultative calls to understand needs, explain services, and offer guidance.
• Handle complex relocator inquiries and situations, using critical judgment to achieve optimal outcomes and escalating issues when necessary.
• Provide timely expertise on all aspects of relocation and life in the destination country for successful integration.
• Assist relocators in understanding and adhering to company relocation policies and managing allowances.
• Recommend and coordinate additional relocation services (e.g., immigration, tax, shipping) with external providers.
• Maintain high standards of systems cleanliness and data accuracy for smooth operations and insightful analysis.
• Support process improvements by engaging with new processes and tools.
• Appropriately delegate tasks to third-party consultants and monitor their service delivery against PerchPeek's SLAs.
• Identify and manage escalations, delivery issues, and inefficiencies to ensure deliverables meet service requirements.
• Familiarize yourself with PerchPeek's products and guide relocators on using the Relocator App.
• Contribute to PerchPeek's content library through knowledge capturing and sharing.
• Collaborate with other Relocation Coaches for problem-solving and knowledge exchange.

Requirements

About You

• Must be available to work during GMT/CET business hours.
• Fluent in verbal and written English.
• Awareness or first-hand knowledge of major cities and lifestyle norms in the UK and Europe.
• Previous experience living or relocating within the UK or Europe is a plus.
• No prior relocation experience is required; comprehensive training will be provided.
• Helpful additional languages: French, Italian, Spanish, German, Portuguese, or knowledge of the MENA region.
• Customer Obsessed: Prioritize customer needs, balance proactive and reactive support, and manage customers across different timelines.
• Eloquent and Concise Communicator: Tailor communication, manage expectations, and handle concerns diplomatically.
• Relentlessly Focused on Delivery: Embrace challenges, drive tasks to completion, and pay close attention to detail.
• Comfortable in Ambiguous Situations: Adapt to unknowns, changing business needs, and customer failures.
• Highly Autonomous: Thrive in a 100% remote environment while maintaining motivation and productivity.

Key Skills/Competency

• Relocation Consultant
• Customer Success Management
• Global Mobility
• Client Relationship Management
• Service Level Agreements (SLAs)
• Operations Management
• Process Improvement
• Remote Work
• Cross-cultural Communication
• Problem-Solving