About Us CIBT is the leading global provider of immigration and visa services for corporations and individuals with over 1,600 expert immigration and visa professionals, attorneys and qualified migration consultants located in over 60 offices in 27 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 CIBTvisas, the market leader for business and other travel visa services for corporate and individual clients.
We commit to delivering a superior service experience to our clients on each and every engagement.
Duties:
• Prep submission by reviewing customer order form and assessing accuracy of submitted documents
• Activate or Create the customer order in INON
• Resolve incomplete data on forms
• Work proactively to identify and communicate to customer any potential issues that would prohibit CIBT from meeting their Date Required
• Utilise phone and e-mail communications to keep customers informed where required
• Ensure all work is properly documented in INON
• Ensure that delivery method selected is consistent with customer Date Required
• Handle all rejected embassy submissions by re-contacting customer and re-lodging work
• Provide a complete and well organized application for submission to Manifest/Despatch team. This includes the submission of multi-visa requests.
• Work collaborative with the despatch team to ensure couriers are booked and cancelled in a timely manner and within appropriate pricing structure
• Archive/file closed files as directed
• Answer basic billing questions
• Keep self-informed and educated on all changes in business that impact quality of service provided
• Work collaboratively with the Customer Contact team to assure clients of quick resolution
• Advise Service Delivery Supervisor & Operations Manager of any learned changes in requirements
• Review Genie "follow-up' reports to proactively identify potential problems
• Manage public mailboxes
• Maintain the agreed internally defined timeframe intervals for work flow
• Maintain performance standards to ensure quality service and optimal performance
• Additional activities as directed
Other responsibilities:
CIBT is staffed by small teams and fluctuating demands. Hence, it is essential that the role holder is prepared to work collaboratively with other staff, until the work is finished and contribute to helping other team members with tasks when required.
Key Role Competencies:
• Excellent time-management skills
• Clear and concise communication skills- for both oral and written interactions
• Strong organisational skills
• Creativity in problem solving
• Ability to work independently
• Strong attention to detail
• Customer centric
• Ability to accept supervision and follow directions
• Respect for diversity
• Flexibility and tolerance for job pressures
• Customer service excellence
• Adaptability
• Teamwork orientation
Key Role Competencies:
• Excellent time-management skills
• Clear and concise communication skills- for both oral and written interactions
• Strong organisational skills
• Creativity in problem solving
• Ability to work independently
• Strong attention to detail
• Customer centric
• Ability to accept supervision and follow directions
• Respect for diversity
• Flexibility and tolerance for job pressures
• Customer service excellence
• Adaptability
• Teamwork orientation
Position in the organisation:
• Individual contributor, directly accountable to the Service Delivery Supervisor
• Liaises with all other teams involved in the delivery process
• Works collaboratively with all of the Executive Service & Guided Entry Department and other teams
• Member of a small team directly responsible for service delivery excellence
Equal Employment Opportunities: As part of our dedication to the diversity of our workforce, CIBT is committed to Equal Employment Opportunity without regard for race, color, national origin, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity, or religion.
#J-18808-Ljbffr
