[Hiring] Visa Consultant @CIBT

Role Description

We have a dynamic opportunity to be the face of CIBT, working as a dedicated Key Strategic Client – AMR Visa Consultant. Our Consultants are key in providing the best-in-class service to our customers through tailored solutions that meet specific travel needs. This role will have particular responsibility for supporting applicants based across the Americas (AMR) region, managing their visa and travel-document requirements for travel globally.

Working with this team, you will provide a high touch, white glove service to our VIP clients, driving customer satisfaction and acting as a brand ambassador. As part of our team, you will work with world-class visa and immigration experts. You will learn in a dynamic, collaborative, and complex global environment, using industry-leading technology solutions.

Our ideal candidate is a self-motivated and self-disciplined individual who can coordinate with multiple groups through clear, concise communication. We’re looking for someone who is able to adapt to the ever-changing nature of the travel service industry, all with a positive attitude and customer satisfaction in the forefront of their priorities. If organization, attention to detail and the ability to multitask are your strong suits, you would be a great addition to our team!

Duties and Responsibilities

• Manage end-to-end visa and travel-document requirements for applicants based across the Americas (AMR) region.
• Assess visa and travel-document requirements based on the traveller’s nationality, country of residence, destination and purpose of travel.
• Analyze customer requests and make recommendations based on specific travel needs.
• Take ownership of process from start to finish and proactively communicate with customers.
• Proactively engage with customers, providing updates and informing them of any status changes.
• Be evaluated on quantitative metrics including number of orders completed and client satisfaction scores.
• Understand travel document requirements and utilize tools for efficient processing.
• Promote best practices and quality control, following policies and procedures.
• Work closely with other areas across the business to support ongoing improvements.
• Handle personal, corporate and sensitive information in accordance with applicable legislation.
• Other duties as assigned.

Qualifications

• Minimum of three (3) years’ experience in client-facing travel, hospitality, or embassy/consulate relations highly desirable.
• Prior travel and or immigration industry experience is a plus.
• Demonstrated experience managing urgent, sensitive or time-critical cases.
• Previous work from home experience is not required, but candidate must have a dedicated home office.
• Proficiency with computer software (including Microsoft Office Suite).
• Ability to handle high volume while maintaining excellent attention to detail.
• Ability to remain calm, organised and professional when supporting travellers.
• Strong client-service mentality and excellent stakeholder-management skills.
• Must be able to handle complaints and provide appropriate solutions for customers.
• Fluency in written and spoken English. Additional language skills are an advantage.

Requirements

• Visual acuity; ability to view computer screen for full shift, approximately eight hours.
• Sitting for extended period of time.
• Manual dexterity for operating a computer, keyboard and mouse.
• Speaking for operating a phone, with ability to convey detailed information accurately and clearly.

Benefits

• Hourly Rate: $23 - $26 (depending on geographic region, internal equity, job-related knowledge, skills, and experience).
• Medical, Dental, and Vision Insurance.
• 401(k) Retirement Plan with Company Match.
• Flexible Spending Accounts and Health Savings Account.
• Life Insurance, Short-Term Disability, and Long-Term Disability Coverage.
• Company Paid Holidays and Paid Time Off.
• Paid Parental Leave.
• Pet Insurance.
• Travel Assistance Services.
• Legal and Identity Theft Protection Plans.
• Commuter Benefit Subsidy.
• Employee Recognition Programs.
• Referral Bonus Opportunities.