Job Summary
The Relocation Operations Associate plays a pivotal role in delivering a seamless and supportive relocation experience for clients. This position combines administrative precision with empathetic customer service, ensuring that all documentation related to relocation, visa, and residency processes is accurate, complete, and submitted on time. Acting as both a detail-oriented documentation coordinator and a compassionate client liaison, the specialist ensures that every step of the relocation journey is handled with professionalism and care.
Key Responsibilities
Client Communication & Front-Line Support
- Proactively respond to all client inquiries through WhatsApp within 1–2 hours and by email within half a business day.
- Present yourself as a dedicated relocation specialist, maintaining a professional and friendly demeanor while using native-level English in all communications.
- Offer technical support to clients who encounter portal access issues such as login difficulties, navigation errors, or general usage questions.
- Record recurring inquiries and client challenges to recommend updates for internal knowledge bases and external client guides.
- Professionally handle and triage incoming client calls, providing initial assistance or directing the call to the appropriate Relocation Specialist when needed.
Documentation & Workflow Management
- Review client-uploaded documents such as passports, proof of address, and police clearances to ensure completeness and accuracy before legal submission.
- Consistently follow up with clients to obtain any missing or corrected information needed to finalize their files.
- Coordinate the transfer of verified documents to designated legal and in-country partners.
- Handle the scheduling of all required appointments, including embassy and government visits, and manage related form submissions through the appropriate online systems.
- Keep comprehensive records and track tasks for every client interaction and document update using the company’s CRM platforms, such as Zoho, Freshdesk, Gorgias, or Kustomer.
Required Qualifications
- Proven experience in a customer-facing role with strong administrative responsibilities, ideally managing SLAs.
- Meticulous approach to reviewing and validating official documentation and legal forms.
- Proficient with CRM systems (Zoho, Freshdesk, etc.) and online scheduling platforms.
- Exceptional written and verbal communication skills in native-level English.
Desired Qualifications
- 2+ years in administrative support, documentation control, or customer service, ideally within regulated industries such as immigration, finance, or compliance
- Proven ability to manage a high volume of concurrent tasks, track multiple client deadlines, and consistently meet strict Service Level Agreements (SLAs) for responses.
About the Company
Ethos Support is a recognized global business process outsourcing (BPO) organization that goes beyond the conventional, delivering exceptional value and specializing in Customer Support, Tech Support, Customer Success, and Back Office Support. Known as the world’s most flexible BPO, Ethos Support is committed to aiding businesses in simplifying their Customer Experience (CX) processes and achieving faster scalability.
Our comprehensive approach includes taking charge of our clients’ new support team’s training and onboarding process, freeing up their resources, and accelerating their business growth. Whether starting from scratch or looking to enhance an existing process, partnering with Ethos Support will streamline our clients’ CX operations and provide superior support to their customers.
We put people first, fostering a healthy, supportive work environment that reduces churn rates and boosts performance metrics. Our inclusive support culture makes us the employer of choice for top talent, offering a rewarding career path for all employees.
Why Work with Us?
- Flexible remote work options.
- Competitive salary and benefits package.
- Opportunity for career growth and professional development.
- A collaborative and inclusive team environment.
- A chance to make a real impact in a rapidly growing company.