Customer Service Specialist

About Us:

CIBT is the leading global provider of immigration and visa services for corporations and individuals with over 1,100 expert immigration and visa professionals, attorneys and qualified migration consultants located in over 55 offices in 25 countries. With thirty years of experience, we are the primary service provider to 75% of Fortune 500 companies. We offer 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, and legalization services.

We are fast-paced and dynamic business with aggressive plans for growth.  We seek talent that will embrace the company’s aspirations to drive growth and shape the future of our business.  Employees who achieve success possess intellectual curiosity, work well in a fast-paced and dynamic environment, and hold themselves accountable for driving results and achieving targets.

DUTIES AND RESPONSIBILITIES

• Acts as first point of contact to customer inquiries, providing detailed information on available services that align with requirements, assisting the customer in making informed decisions. Analyses customer requests and makes recommendations based on specific travel needs, ensuring realistic expectations that promote a dedicated customer base. 
• Takes ownership of process and proactively communicates with customer; resolves issues; adapts communication method to align with customer needs; works collaboratively across departments in order to instil customer confidence and build loyalty.   
• Stays abreast of all product/service enhancements, system updates, and changes to requirements, maximizing efficiencies and productivity
• Understands travel document requirements; utilizes tools and resources to ensure efficient and timely processing. Promotes best practices and quality control, follows policies and procedures, and upholds standards of work to ensure compliance. 
• Maintains customer records in proprietary database, utilizing system functionality to ensure accurate submission of data that maximizes productivity. Monitors own work and maintains updated customer profile through timely submission of notes, support documentation, and communications.
• Provides customer service and uses sales techniques to retain customers; educates customers about added-value products that may benefit them.
• Excels in a fast-paced, dynamic work environment. Perform multiple tasks and navigate systems simultaneously.
• Represents our values and high level of professionalism through consistently adhering to CIBT’s Customer Commitment, Standards of Work, and teamwork; strives to meet department and personal performance measures.
• Other duties as assigned.

COMPETENCIES:

The following competencies have been identified as critical for success in the role and will be referred to during the assessment, feedback, and evaluation process. 

• Teamwork: working with people.
• Communication: presenting and communicating information
• Problem solving: analysing, writing and reporting, suggesting resolutions, understanding client’s needs.
• Organizing and Executing: delivering results and meeting customer expectations, planning and organizing. 
• Initiative: taking ownership of customer relationship, seeking information, taking timely action.
• Adapting and Coping: adapting and responding to change, coping with pressures and setbacks.
• Expertise: learning our systems, products and process, staying abreast of regulatory changes.

EDUCATION / TRAINING AND EXPERIENCE:

• BA/BS or Associates Degree and two years’ experience or equivalent combination.
• Previous experience working in a call center environment
• Highly desirable: experience in high-end retail, travel, hospitality, or embassy/consulate relations

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 Spanish
• 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.

WORKING CONDITIONS AND LOCATION:

• Office environment: exposure to computer screens, working closely with others in an open office environment.
•  Must be located near one of the following local offices to commute for onsite training during the first 90 days and as needed for ongoing trainings and convenings through your role
  • Houston, TX
  • San Francisco, CA
  • Chicago, IL
  • Washington, DC
  • New York, NY
• This position offers a remote/work from home opportunity after onsite training is completed, with the exception of ongoing trainings and convenings

PHYSICAL DEMANDS:

• 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

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. If you need assistance or an accommodation due to a disability, you may contact us at HumanResources@cibt.com.