Visa Consultant

Position Overview: The Visa Consultant is responsible for ensuring a superior class of service is delivered which includes the consultation and complete handling of travel documents needed for our clients seeking a superior level of service. The Visa Consultant needs to not only meet but exceed our customers’ expectations and provide the services they need.    The role must maintain an understanding of all procedures to secure travel documents along with the ability to organise and plan for the future.

  Purpose of the Team:    The Processing & Premium Service team supports CIBT’s commitment to exceptional customer service satisfaction and operational excellence by providing a dedicated specialist to manage the entire application process from start to finish and keeping the client informed with personalized updates every step of the way.   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 Team lead & Country Manager of any learned changes in requirements Review Genie “follow-up’ reports to proactively identify potential problems Manage public mailboxes & phonelines 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   P osition 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    Dimensions and limits of authority  Exercises autonomy in problem solving to achieve c