Bilingual Customer Experience & Operations Consultant-French (Virtual, Canada)

About the role

As a Customer Experience & Operations (CXO) Consultant, you will serve as the primary point of coordination for Sirva’s customers throughout their mobility journey. This service-focused role requires strong organizational skills to support, monitor, and consult with customers across a large client base. You will proactively enhance the customer experience by recognizing critical milestones and offering additional program services where appropriate.

Responsibilities

• Direct Customer Interaction (80%):
  • Place proactive calls to welcome customers, advise on authorized services and policies, and engage at meaningful moments during their move.
  • Adopt and promote new technology enhancements to encourage high usage of tools and self-service support.
  • Serve as a trusted advisor, understanding and translating available services to meet individual customer needs.
  • Understand customer needs and concerns through active listening, empathy, and expert guidance throughout their mobility journey.
  • Utilize digital tools to access client policy information, ensuring accurate and timely communication.
  • Advise on services delivered by supplier partners and troubleshoot across service lines, including homesale, home purchase, home rental, property management, expense management, household goods, immigration, temporary living, education, language training, payroll, compensation, destination services, and other related services.
  • Manage complex relocations such as core/flex programs, payroll and compensation, fixed fee and cost-plus homesale programs, and VIP files.
  • Utilize omnichannel technology (phone, email, chat, etc.) to support customer interactions.
  • Partner with internal customer support teams to ensure all customer needs are promptly met.
  • Collaborate with supplier partners to coordinate authorized services, recognizing them as an extension of the customer experience.
  • Maintain strong data integrity through regular updates of file notes and system information to drive reliable company processes and a smoother customer experience.
  • Ensure Key Experience Metrics and customer/client SLAs (e.g., customer satisfaction, responsiveness, cost savings) are met or exceeded.
  • Focus on quality, accuracy, and timeliness to achieve zero financial write-offs.
• Client Support/Calls (10%):
  • Communicate with client HR contacts on relocation/assignment issues impacting employees and their families.
  • Assist with exception management, including recommendations on policy exceptions.
  • Provide status updates, keeping clients informed of issues and offering solutions, and complete client projects and reports as requested.
• Training, Team Meetings, and Other Internal Tasks (10%):
  • Attend mandatory and recommended training to support job knowledge, career growth, and organizational vision.
  • Complete additional tasks/responsibilities as required to support your Manager, Client, and Customers.

Requirements

• Education/Experience:
  • High school diploma or equivalent; university/college degree preferred.
  • 1 year of experience in a customer experience or business operations role preferred.
  • International experience is a plus but not required.
  • Fluency in English and French; additional languages are highly desired.
• Cognitive Skills:
  • Experience providing highly organized delivery, problem-solving skills, and high attention to detail.
  • Ability to exercise judgment in owning complex processes through to completion and resolution.
  • Creative thinking and ability to navigate ambiguity to solve problems efficiently.
  • Strong accountability for the success of the customer experience.
  • Curiosity and eagerness to learn and grow alongside a transforming organization.
• Technology Skills:
  • Digitally focused with demonstrated comfort using multiple technology platforms as part of daily work.
  • Ability to embrace and incorporate new technology into workflows.
  • Ability to navigate multiple technology platforms simultaneously.
• Social & Emotional Skills:
  • Strong customer service and trusted advisor mindset in both proactive and reactive scenarios.
  • Ability to build trust quickly across diverse customer personas and personality types.
  • Ability to operate in a team environment with shared goals and responsibilities.
  • Confident and calm demeanor, particularly in difficult, emotional, or stressful situations.
  • Strong collaborator and team player.
  • Excellent written, verbal communication, and interpersonal skills.
  • Commitment to fostering belonging, encouraging authenticity, and valuing diversity to empower positive action and innovation.

Benefits

• Competitive salary.
• Workplace flexibility for a balanced work/life approach.
• Comprehensive benefits packages and wellness program.
• Generous company-paid vacation days and holiday time.
• Challenging, collaborative, and diverse corporate culture.
• Ongoing opportunities for learning and career development.
• Comprehensive benefits package including:
  • Medical, Dental, and Vision coverage.
  • 401(k) retirement plan.
  • FSA/HSA with Employer HSA Match.
  • Life & Disability Insurance.
  • Paid Time Off and Volunteer Time Off.
  • ID Theft Protection Plan.

Pay

Salary range: $45,000–$70,000. Salary ranges may vary based on location, market conditions, experience, and qualifications. The final compensation will be determined during the hiring process.