Position Overview
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, including assessing requirements, coordinating application processes, monitoring cases and proactively supporting travelers through to completion.
- Assess visa and travel-document requirements based on the traveller’s nationality, country of residence, destination and purpose of travel; utilise relevant tools and resources to support accurate, compliant and timely processing.
- Analyze customer requests and make recommendations based on specific travel needs, ensuring realistic expectations that promote a dedicated customer base.
- Take ownership of process from start to finish and proactively communicate with customers; resolve issues; adapt communication method to align with customer needs, work collaboratively across departments in order to instill customer confidence and build loyalty.
- Proactively engage with customers, providing updates, following up, and informing them of any status changes.
- Be evaluated on quantitative metrics including, but not limited to; number of orders completed, number of orders downgraded, and client satisfaction scores.
- Understand travel document requirements; utilize tools and resources to ensure efficient and timely processing.
- Promote best practices and quality control, follow policies and procedures, and uphold standards of work to ensure compliance.
- Work closely with other areas across the business, to support ongoing improvements and provide input into strategic and tactical plans that enhance, expand and improve our overall customer service and the quality of CIBT’s offerings.
- Handle personal, corporate and sensitive information in accordance with applicable legislation and CIBT requirements relating to privacy, confidentiality, information security and records management.
- Other duties as assigned.
Requirements
- 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 and coordinating escalations involving multiple stakeholders
- Previous work from home experience is not required, but candidate must have a dedicated home office or similar working space without distractions.
- Proficiency with computer software (including Microsoft Office Suite), aptitude for learning new programs and commitment to data integrity.
- Ability to handle high volume while maintaining excellent attention to detail
- Ability to remain calm, organised and professional when supporting travellers experiencing stressful or sensitive situations.
- Strong client-service mentality and excellent stakeholder-management skills
- Must be able to handle complaints, provide appropriate solutions for customers, and follow up to resolve any issues our customers experience.
- Fluency in written and spoken English. Additional language skills are an advantage.
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.
Compensation & Benefits
- Hourly Rate: $23 - $26 (depending on geographic region, internal equity, job-related knowledge, skills, and experience, among other factors)
- 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
About Us
CIBT is a leading global provider of immigration and visa services for corporations and individuals, operating in 25 countries worldwide. With more than 30 years of experience, CIBT is the trusted service provider to many of the world’s leading companies, including a majority of the Fortune 500.
CIBT delivers a comprehensive suite of services through two primary brands: Newland Chase, a wholly owned subsidiary specializing in global immigration strategy and advisory services for corporate clients worldwide, and CIBTvisas, a market leader in business and travel visa services for both corporate and individual clients.
Through its global expertise and extensive network, CIBT helps organizations and travelers navigate complex travel and immigration requirements in a fast, convenient, and secure manner.
Equal Employment Opportunity
CIBT is committed to building a diverse, equitable, and inclusive workplace where all employees and applicants are treated with respect and dignity. We provide equal employment opportunities to all qualified applicants and employees without regard to race, color, ethnicity, national origin, religion or belief, sex, gender, gender identity or expression, sexual orientation, age, disability, medical condition, marital or family status, veteran status, genetic information, or any other characteristic protected by applicable local law.
CIBT is committed to providing reasonable accommodations throughout the recruitment and employment process for individuals with disabilities or other accessibility needs. If you require assistance or an accommodation, please contact us at GlobalRecruiting@cibt.com (mailto:GlobalRecruiting@cibt.com).
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
