Job Description

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: Provide expert phone and email support to assist customer in completing application forms for visas, passports, and related services; handle all other aspects of processing documents for customers, ensuring accurate, efficient, and timely processing Provide current and accurate information regarding visa and passport requirements, processing, and delivery, creating a superior experience for the Consular customer that encourages continued processing with CIBT rather than direct submission Ensure customer has clear understanding of requirements and that all applications and documents submitted are accurate, complete, and timely Provide customer with real-time updates throughout the process Promote best practice, ensuring all Service Level Agreement (SLA) standards are met or exceeded; effectively handle a high volume of calls and emails in consistent, courteous, and professional manner Develop expert skill in visa and passport processing, maximizing efficiency and productivity Work closely with CIBT teams such as Processing, Dispatch, Liaison to ensure seamless process Build a dedicated and expanded customer base; educate customers about added-value products that may benefit them; demonstrate initiative in providing solutions and resolving client issues Document information in CIBT secure database in accordance with company protocol, ensuring data integrity and appropriate records retention schedule Stay abreast of all product/service enhancements, system updates, and changes to requirements Assist colleagues and other teams as requested Maintain strict client confidentiality, ensuring secure document handling and protection of client Personal Identifiable Information (PII) and all other data Complete all work in strict compliance with law, regulations, and company policies, supporting CIBTs strong ethical culture Requirements: 1-3 years experience; highly desirable: experience in travel, hospitality or embassy/consulate relations Fluency in written and spoken English Exceptional communication and interpersonal skills Strong client service mentality Solutions-focused with excellent attention to detail and accuracy Proficiency with computer software; aptitude for learning new programs Strong organizational and time management skills Ability to handle high volume while maintaining high level of productivity Ability to problem solve, analyze information and provide solutions