• Job Description

  Req#: TEAML003174

  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.

  Opportunity at CIBT:

  We have exciting opportunities at CIBT. We value our employees and prioritize their career growth and development. 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 profound commitment to ethics, compliance, and diversity, along with our respect for one another, are key to our strength and success.

  Position Overview:

  The purpose of the Team Leader role is to assist the Operations Manager in the running of day to day process. Our Customer Service Specialists are responsible for providing best-in-class service to our customers through tailored solutions that meet specific customer needs. Our Customer Service Specialists are the face of CIBT to our customers, acting as brand ambassadors by delivering service excellence

  RESPONSIBILITIES:

  • Acts as first point of contact to agents to assist with inquiries, providing detailed information on available services that align with requirements, assisting the agent in making informed decisions.
  • Takes ownership of process and proactively communicates with agents; resolves issues; adapts communication method to align with customer needs; works collaboratively across departments in order to instill 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.
  • Monitors quality and productivity of agent activities such as updates to customer profiles through timely submission of notes, support documentation, and communications.
  • Provides coaching, development, 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.
  • Perform opening and closing procedures as directed by management
  • Ensures that Consultants provide quality customer service; investigates and resolves problems escalated by consultants/clients.
  • Maintain deep content knowledge on all aspects of CIBT’s business process to complete orders, and maximize systems capabilities
  • Supports accounts management staff to find resolutions to client concerns
  • Updating daily rejections assessing training gaps and feeding back to staff in a positive manor for improvement.

  • Provides training assistance and guidance to new team members
  • Ensure consultants comply to the Foreign Corrupt Practices Act and CIBT’s Consulate Compliance Policy
  • 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.

  REQUIREMENTS:

  • 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, and foreign language.
  • 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 second language.
  • 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; analyze 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.
  • Work from home experience is not required but preferred.

  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: analyzing, 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.

  WORKING CONDITIONS:

  • Must currently reside near operational offices in Washington, DC, Houston, TX, New York, NY, Chicago, IL, San Francisco, CA, or Miami, FL.
  • Upon hire, this position will require full time in-office training, transitioning to remote work once training is completed.
  • Must have a home office or designated space to work without distractions.
  • CIBT work locations comply with all COVID-19 safety protocols.

  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.

• About the company

  CIBT is committed to remaining the fastest, easiest, and most secure way to obtain travel visas and passports.

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