Job Description

About us

CIBT is the leading global provider of immigration and visa services for corporations and individuals with over 1,500 expert immigration and visa professionals, attorneys and qualified migration consultants located in over 60 offices in 25 countries. With thirty years of experience, CIBT is the primary service provider to 75% of Fortune 500 companies.

CIBT offers a comprehensive suite of services under two primary brands: Newland Chase, a wholly owned subsidiary focused on global immigration strategy and advisory services for corporations worldwide and CIBT-visas, the market leader for business and other travel visa services for corporate and individual clients. CIBT-visas is the leading global travel visa service with unrivaled capability to obtain business and other travel visas for corporations and individuals worldwide in a fast, convenient and secure manner.

Position Overview

The position of Executive Services Consultant is to provide a superior class of service which includes the consultation and complete handling of travel document needs for clients seeking this level of service. The ideal successful candidate for this position will have exceptional customer service, time management, organizational and problem solving skills. The Executive Services Consultant provides an important role with interface between the customers and company, and for this reason CIBT seeks out people who come across in a friendly and professional manner. They must possess excellent verbal and written communication with a strong aptitude for following up with clients to resolve issues. This position requires the ability to work independently but also be a valued team member. This position is responsible for ensuring consistent client satisfaction through excellent service to clients and membership account.

Duties and Responsibilities

• Continue to develop a clear understanding of travel document requirements and procedures to ensure proper handling on requests and correct information is consistently relayed to clients
• Manage the daily concierge schedule which includes walking clients through processes and preparing materials for signatures required. This may include writing business letters for certain visa requests.
• Open and process all requests received from Concierge clients.
• Update Traveller Profiles with current information.
• Ensure correct information is on each itinerary (correct codes, prices, addresses, dates, entering important comments).
• Communicate with clients over the telephone, through written communication and in person, and ensure that all administration is complete and resolve any complex problems.
• Go through agent action list and critical file list daily to ensure all itineraries are kept current.
• Verify requests have been issued correctly by the issuing authority
• Ensure that all required travel documents are returned to the traveler in accordance with their need date.
• Respond to all requests for information (send kits) in a timely manner.
• Maintain all files in a neat and organized fashion, in accordance to the SOW
• Advise supervisor / manager of any learned changes in forms or requirements.
• Other job duties as assigned by management.

Competencies

• Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty
• Acknowledges customers promptly and courteously; gives customers full attention
• Clarifies the current situation by asking questions to determine needs; listens carefully; provides appropriate information; summarizes to check understandings
• Willingly shares expertise and important or relevant information with team members
• Clearly conveys information and ideas to individuals and groups through a variety of communication models, including formal presentations. Practices attentive and active listening; synthesizes information from multiple resources and incorporates it into current discussion content
• Puts knowledge, understanding or skill to practical use on the job; furthers learning trial and error
• Prioritizes; Identifies more critical and less critical activities and assignments; adjusts priorities when appropriate
• Stays focused - uses time effectively and prevents irrelevant issues or distractions from interfering with work completion
• Continually seeks to improve work processes, products and services. Sweats the details. Ensures that work is free from errors and is accomplished safely; takes action to correct problems

Education / Training And Experience

• Preferred to have an Associated Degree, must have a high school diploma
• Experience with call center or customer service over a phone preferred.

Knowledge, Skills, Abilities

• Fluent in English with strong communication and interpersonal skills : clear written and verbal communication with demonstrated understanding of communication methods and styles; articulate clearly and concisely in a professional and hospitable manner without jargon or complicated language. Highly desirable : fluency in second language.
• Excellent organizational and time management skills : adhere to deadlines and adapt to changing circumstances; handle high volume while maintaining excellent attention to detail; monitor own work and self-edit.
• Ability to problem solve; analyse information and apply expertise and provide solutions.
• Able to adapt to changing circumstances and prioritize work accordingly. Self-starter with desire to show ownership and commitment to role.
• Proficiency with computer software, aptitude for learning new programs and commitment to data integrity.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit, stand; walk; use hands to finger, handle or feel; and reach with hands and arms. Use their hands to handle, control, or feel objects, tools, or controls.

We are an equal opportunity employer. Applicants are considered for positions without regard to veteran status, uniformed service member status, race, color, religion, sex, national origin, age, physical or mental disability, genetic information, or any other category protected by applicable federal, state, or local laws.

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