Job Description - Customer Care Specialist – UAE

About Move One Inc:

Move One
Move One is a multiple award winning, integrated assignment and moving management company, providing seamless global relocation, removal and logistics services across the world, all through one point of contact. Our company is constantly expanding, with plans to significantly enhance our presence in the Middle East and Asia in the next five years.
We also lead the way with innovative technological approaches to global HR, while simultaneously developing new interactive tools to aid expats while living abroad. We offer SaaS CRM and ERP business solutions and software for relocation, expat-, transfer-, move- and HR tracking.
The successful candidate will be working independently on ensuring that the company’s travel policy is up-to-date and practiced by all employees. Daily tasks will include guiding and assisting the international staff with their travel programs to assure that the best deals and fares are being utilized. Assisting with travel planning to conferences (internal and external) and often the conference (internal) coordination itself. This conference event coordination will include: booking flights and hotels, welcoming visitors to Dubai office/facility, ensuring visitors are looked after and oriented, assistance with planning and booking meals and evening /weekend programs, etc.

This person will be the primary contact to corporate/executive-level employees during their residential move to ensure a stress-free relocation.

Duties include, but are not limited to:

Ensuring the account’s requirements are met and the transferee’s expectations are managed
Quoting estimates and submissions
Constant phone communication with clients throughout their move/relocation
Facilitating the physical moving process with the appropriate move manager(s)
Providing pro-active problem assessment and innovative solutions
Communicating with customers about their contract, service charges and special handling requirements
Seeking resolution for customer complaints and transportation logistics issues and making appropriate adjustments in order to resolve any issues (including investigation, arbitration and claim adjustments)
Interviewing customers, records information, solving problems and making decisions to resolve day-to-day issues for customer service
Developing training modules, including template developments, communication/email policies (internal and external), etc.
Main Objective: To help continuously improve and maintain a high level of overall customer service satisfaction. This will involve working closely with and offering regular reports to the global moving managers and coordinators to take action and improve processes based on all relocation customer service follow-ups and after care.

Desired Skills and Experience:

Minimum 3 years of customer service experience
Ability to resolve customer issues in an accurate, thorough and timely manner
A keen desire to meet customer expectations
Strong Word and Excel computer skills and experience
Strong verbal and written communication skills
Moving or relocation industry experience preferred, but not necessary
Experience forming a customer service program and establishing metrics and statistics on company/individual performance
Proposal development and writing experience preferred
Training of support staff and implementation of policies and performance improvement experience
In the performance of their respective task and duties, all employees are expected to conform to the following:

Work effectively as a team contributor on all assignments
Interact professionally with other employees, customers and suppliers
Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations
Perform quality work within deadlines, with or without direct supervision

Salary: Total compensation package (including salary) will depend on experience.
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