Bilingual (French/english) Planning Sessions Agent

**Role Overview**

As a Planning Session Agent, you will contribute to Sirva’s success byproviding relocation policy advice to our Customers through scheduled planning sessions across different channels - telephone, video call, and chat. All relocation advice must be administered within the prescribed Relocation Directive, while also meeting the expected level of service as required based on our Service Level Agreement.

**What You’ll Be Doing**
- Deliver a daily average of seven 30 minute planning sessions as requested by Customers
- Record detailed notes for each planning session in the Customer’s profile for future review
- Review and reconcile relocation files, ensuring compliance with the Relocation Directive
- Review Customer’s submitted expense claims, while providing guidance as to what is required for future claims submissions
- Effectively resolve complex relocation problems within the constraints of the Relocation Directive
- Contact appropriate individuals for urgent and emergency requests to ensure requests are handled in a timely manner
- Identify areas of opportunity and utilize your skill and knowledge to suggest improvements
- Effectively manage your time while working in a fast-paced environment
- Various administrative tasks including record keeping and data entry
- Perform various administrative tasks to support the Contact Centre

**What You Bring to Sirva**
- Background in relocation services is an asset
- Professional, self-starter with the ability to assume additional responsibilities and work flexible hours as required
- Previous experience in a customer support role through a contact center is an asset
- Good interpersonal and communication skills
- Superior customer service skills and orientation
- Collaborative style needed
- Ability to maintain professionalism at all times under stressful situations
- Strong organizational skills
- Ability to plan and manage work under time constraints, without direct supervision
- Bilingualism is an asset
- You foster belonging and encourage authenticity. You are inclusive, value diversity, and recognize that these behaviors empower and inspire positive action and promote innovation.

**Other Information**:
**What Sirva Offers**
- Competitive salary and incentive plans
- Workplace flexibility for a balanced work/life approach
- Comprehensive benefits packages and wellness program
- Generous company-paid vacation days and holiday time
- Challenging, collaborative, diverse corporate culture
- Ongoing opportunities for learning and career developmentAs a Bilingual Customer Service Associate, you will be responsible for providing excellent customer service to our clients in both English and Spanish. You will be expected to analyze customer needs and provide solutions to their problems.

**Duties**:

- Analyzing customer needs and providing solutions to their problems
- Providing excellent customer service to ensure customer satisfaction
- Maintaining accurate records of customer interactions and transactions
- Collaborating with other departments to resolve customer issues
- Staying up-to-date with product knowledge and company policies

**Skills**:

- Fluency in both English and Spanish
- Excellent communication skills, both verbal and written
- Strong problem-solving skills
- Ability to work in a fast-paced environment
- Attention to detail and accuracy in record keeping
- Ability to work independently as well as part of a team

**Benefits**:

- Competitive salary
- Health insurance
- Dental insurance
- Vision insurance
- Paid time off
- 401(k) plan with company match

**Requirements**:

- High school diploma or equivalent
- At least 1 year of experience in customer service
- Bilingual fluency in English and Spanish

**Job Type**: Fixed term contract
Contract length: 6 months

Pay: $42,000.00 per year

Schedule:

- 8 hour shift

Ability to commute/relocate:

- Ottawa, ON K1S 5R5: reliably commute or plan to relocate before starting work (required)

Application question(s):

- Desired salary range?

**Education**:

- Secondary School (preferred)

Work Location: In person