Relocation Consultant, APAC

Accountabilities:: Manage a portfolio of relocators throughout their relocation journeys, acting as their primary point of contact and building trusted, long-term customer relationships. Communicate with customers through digital platforms and consultative support calls to understand their individual needs, explain available services, and provide personalized guidance. Offer practical advice and relevant expertise on all aspects of international relocation and settling into a new destination, helping customers integrate successfully into their new environments. Support employees in understanding and complying with their employers' relocation policies, including the effective management of relocation allowances and available benefits. Handle complex customer enquiries and challenging situations, applying sound judgment to identify appropriate solutions and escalate issues when necessary. Recommend, coordinate, and manage additional relocation services through an established network of specialist providers, including immigration, tax, shipping, and destination service partners. Delegate relevant tasks to third-party consultants and monitor service delivery to ensure that all activities meet quality standards, customer expectations, and agreed service-level agreements (SLAs). Monitor customer cases, identify delivery issues and operational inefficiencies, and manage escalations to ensure timely and effective resolution. Maintain accurate and up-to-date customer information, ensuring operational records support reporting, data analysis, and continuous improvement. Follow established operational processes and actively contribute to the implementation of new procedures, tools, and service delivery improvements. Develop a strong understanding of relocation products, digital platforms, and application features to guide customers in making the most of available resources. Contribute to the development and maintenance of the internal knowledge library by capturing relevant insights, destination information, and best practices. Collaborate with other relocation consultants and internal stakeholders to share knowledge, exchange ideas, and develop creative solutions to customer challenges. Requirements: Fluency in written and spoken English, with excellent communication and interpersonal skills. Good knowledge or first-hand experience of major cities, cultural environments, and lifestyle norms across the Asia-Pacific (APAC) region. Familiarity with additional APAC countries, their local cultures, and destination requirements is an advantage. Previous experience in global mobility, international relocation management, or destination services is beneficial but not mandatory. Comprehensive training and upskilling will be provided. Experience in customer-facing roles such as Customer Success Management, concierge services, personal assistance, customer support, operations, travel, hospitality, SaaS, or Human Resources is highly valued. Strong customer orientation, with a genuine commitment to understanding individual needs and delivering an exceptional customer experience. Excellent organizational and time-management skills, with the ability to manage multiple customer portfolios, competing priorities, and different relocation timelines. Clear, concise, and adaptable communication skills, including the ability to manage customer expectations and address concerns or objections diplomatically. Strong execution and problem-solving abilities, with a proactive approach to resolving challenges and ensuring tasks are completed efficiently. High attention to detail, particularly when tracking customer requirements, managing relocation information, and providing accurate recommendations. Ability to navigate ambiguity, adapt to changing circumstances, and respond effectively to complex or unexpected customer situations. Resilience and flexibility, with a willingness to learn from challenges and continuously improve service delivery. Ability to work autonomously in a fully remote environment while maintaining motivation, accountability, and productivity. Strong collaboration skills and the ability to work effectively with international teams and third-party service providers. Benefits: Fully remote working arrangements, with opportunities to work from Australia and other supported APAC locations, including Singapore and Japan. Flexible working environment designed to support different schedules, locations, and personal commitments. Comprehensive free training and professional upskilling to develop the skills required for successful relocation consulting. Paid training on internal systems, tools, and operational processes. Opportunity to develop expertise in international relocation, global mobility, and destination services. Exposure to diverse cultures, international markets, and a global network of relocation professionals. Opportunities to collaborate with experienced specialists and third-party service providers across multiple countries. A dynamic and evolving working environment that encourages autonomy, initiative, continuous learning, and creative problem-solving.