What are the responsibilities and job description for the Customer Service Specialist position at CIBT?
POSITION SUMMARY
The position of a Call Center Representative is to provide a superior class of service which includes the consultation and complete handling of travel document needs for clients seeking this level of service. The ideal successful candidate for this position will have exceptional customer service, time management, organizational and problem solving skills. The Call Center Rep provides an important role with interface between the customers and company, and for this reason CIBT seeks out people who come across in a friendly and professional manner. They must possess excellent verbal and written communication with a strong aptitude for following up with clients to resolve issues. This position requires the ability to work independently but also be a valued team member. This position is responsible for ensuring consistent client satisfaction through excellent service to client’s and membership account.
DUTIES AND RESPONSIBILITIES
- Acts as first point of contact to customer inquiries, providing detailed information on available services that align with requirements, assisting the customer in making informed decisions. Analyses customer requests and makes recommendations based on specific travel needs, ensuring realistic expectations that promote a dedicated customer base.
- Takes ownership of process and proactively communicates with customer; resolves issues; adapts communication method to align with customer needs; works collaboratively across departments in order to instil 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.
- Maintains customer records in proprietary database, utilizing system functionality to ensure accurate submission of data that maximizes productivity. Monitors own work and maintains updated customer profile through timely submission of notes, support documentation, and communications.
- Provides 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.
- 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.
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.
EDUCATION / TRAINING AND EXPERIENCE :
KNOWLEDGE, SKILLS, ABILITIES :
WORKING CONDITIONS AND LOCATION :
PHYSICAL DEMANDS :
