Premium Service Agent

Position Overview  

Our highly skilled and motivated Premium Service Agent act as consultants, tailoring our products and services to the needs of the traveler to ensure their travel experience exceeds all their needs and expectations. Our Premium Service Agent will be the face of CIBT to our customers, acting as ambassadors of the brand by delivering service excellence. They have the ability to excite our customers and deliver on the CIBT commitment.  

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 candidate for this position will have exceptional customer service, time management, organizational and problem solving skills. The Premium Service Agent 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 The Premium Service Agent is responsible for completing training and development courses within CIBT and is expected to be flexible and adjust to changes in operational and client service needs. The Premium Service Agent will, with the help of the office Leaders, develop, foster and maintain a customer-centric culture at CIBT and will work to build a sense of pride and strong morale within the team.   

Responsibilities  

• Provides the highest level of service to customers; provides detailed information on available services that align with requirements, assisting the customer in making informed decisions.   
• Analyzes customer requests and makes recommendations based on specific travel needs, ensuring realistic expectations that promote a dedicated customer base  
• Takes ownership of process from start to finish and proactively communicates with customer; resolves issues; adapts communication method to align with customer needs, works collaboratively across departments in order to instill customer confidence and build loyalty.    
• Proactively engages with customers, providing updates, following up, and informing them of any status changes. 
• Stays abreast of all product/service enhancements, system updates, and changes to requirements; become specialized in Visa and Passport processing; maximizing efficiencies and productivity.
• Ability to research government and consular websites to stay abreast of policy changes and requirements and communicate this with the Premium team 
• Maintain performance standards to ensure quality service and optimal performance. Quantitative metrics will include, but are not limited to: number of orders completed, number of orders downgraded, client satisfaction scores 
• 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.   
• Provides excellent customer service and uses sales techniques to retain customers; educates customers about added-value products that may benefit them 
• 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 Visas’ offering 
• To undertake all other reasonable duties as requested by the Premium Team Lead, Manager, Director 
• Ensure Health and Safety policy is understood and correctly implemented within the team 
• To work with professionalism, honesty and integrity maintaining confidentiality 
• To treat people fairly, with respect, impartially and consistency 

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.  

• Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty 
• Deciding and initiating action 
• Coping with pressures and setbacks 
• Adhering to principles and values 
• Prioritizes; Identifies more critical and less critical activities and assignments; adjusts priorities when appropriate 

Skills and Experience  

Essential  

• Proven excellent written and verbal communication skills 
• Ability to work the demanding hours required of the role 
• Ability to problem solve and use resources available  
• 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 

Desirable  

• Previous high touch case management experience 
• Proven strong analytical ability 
• Multi-lingual 

Compensation & Benefits:

• Hourly Rate: $23 - $25 (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

Introduction to CIBT  

Stability and growth:  

Our vision is to be the premier visa service provider across an expanding global footprint. Our continued growth has been shaped by our five strong values that guide the way we work and the decisions we make each day to help achieve our vision.  

Our values are:  

• Service Excellence 
• Expertise 
• Teamwork 
• Global Diversity 
• Integrity 

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. If you need assistance or an accommodation due to a disability, you may contact us at HumanResources@cibt.com.   

Salary : $23 - $25