Position Overview
CIBT Visa Consultants coordinate visa, passport, and related services that are initiated through CIBT Consular Services, with the utmost professionalism, expert advice, and responsiveness. Customers may include multinational corporations, government, travel and leisure industry, and individual customers. Offering superior service, our Visa Consultants take ownership of the client relationship and serve as dedicated points of contact for visa and passport processes, ensuring travel documents are obtained as easily and as quickly as possible.
Responsibilities:
Our highly skilled and motivated Specialists act as consultants, tailoring our products and services to the needs of the traveler to ensure their travel experience exceeds all their needs and expectations. Our Specialists will be the face of CIBT to our customers, acting as ambassadors of the brand by delivering service excellence. They have the ability to excite our customers and deliver on the CIBT commitment.
In addition, this role is a high-quality customer service-oriented role that drives the customer satisfaction of the CIBT experience. The position of a Visa Consultant is to provide a high level of service which includes the visa processing of all embassies. Some of the main responsibilities include the handling of the application process, liaising with clients where documentation is incorrect or incomplete, working with clients to meet realistic expectations, resolving any issues that arise and working closely with your team, Team Leader and Manager to ensure a successful outcome is reached. The operating hours within the team are 8am and 5pm so we will require the Visa Consultant to be flexible in their personal shift to experience both opening and closing procedures.
- Maintain deep content knowledge on all aspects of CIBT’s business process to complete orders, systems capabilities and CIBT policy and procedure
- Maintain office process flows that achieve maximum efficiencies and productivity
- Provide accurate information for all visa information requests
- First point of contact for escalations as they arise, resolving the issue successfully with the client
- Ensure all applications are opened and processed within the specific times frames
- Answer directed calls and emails in a timely and professional manner
- Ensure action list and critical list is actioned and kept up to date
- Ensure accurate information is being provided to clients upon their visa request
- Ensure that all Service Level Agreement (SLA’s) standards are met or exceeded
- Work closely with other areas across the business to support ongoing improvements
- Act as Brand ambassador
- Be flexible in shift rotation to create a true sense of team work
- Work closely with other areas across the business to support ongoing improvements
- To undertake all other reasonable duties as requested by the Manager
- Ensure that all required travel documents are returned to the traveler in accordance with their date required
- Ensure Health and Safety policy is understood and carried out
- To work with professionalism, honesty and integrity maintaining confidentiality
- To treat all colleagues fairly, with respect, impartially and consistency.
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.
- Coping with pressures and set backs
- Adhering to principles and values
- Working with people
- Following instructions and procedures
- Adapting and responding to change
- Driven
Skills and Experience
ESSENTIAL
- Previous service experience
- Proven excellent written and verbal communication skills in both Swedish and English
- Ability to work towards tight deadlines
- Ability to handle fast changes in volume and prioritize your work during pressure
- Administrative skills and computer skills
DESIRABLE
- Proven strong analytical ability
- Multi-lingual
Is this you?
Do you see yourself in this role?
Do not hesitate to apply as we have ongoing reviewing of candidates.
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.
Introduction to CIBT
Stability and growth:
Our vision is to be the premier visa service provider across an expanding global footprint. Our continued growth has been shaped by our five strong values that guide the way we work and the decisions we make each day to help achieve our vision.
Our values are:
Service Excellence
- Expertise
- Teamwork
- Global Diversity
- Integrity
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.
