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Customer Service Consultant

Job No: 109787
Location: Melbourne

  • Work with a global market leader with a long list of Fortune 500 clients!
  • Large, global organisation with offices in 27 countries around the world!
  • Genuine opportunities for career growth and advancement!
  • Competitive remuneration package plus super!

About the Organisation

CIBTvisas is a global organisation with more than 70 offices in 27 countries around the world. The organisation assists more than 75% of the Fortune 500 businesses in obtaining time-sensitive and required travel documents.

CIBTvisas is the largest visa provider in Australia in terms of transactions and employees.  In addition, they lead the Australian visa market in customer satisfaction. Their success is built upon a number of factors including exceptional account management, a best-in-class website, phone and online customer support and strict data housing protocols ensuring sensitive client data is stored in a very secure manner.

About the Opportunity

Bring your travel industry and customer service skills to a rewarding role with CIBTvisas for a rewarding new career!

Take advantage of this unique opportunity to join a supportive and social team environment as a Customer Service Consultant in the Melbourne Customer Contact Centre. Working in a team of 8, this is a real career opportunity that can lead to international employment in the overseas offices.

Reporting to the Melbourne Customer Contact Centre Supervisor, you'll be responsible for delivering outstanding customer service and operational excellence as you manage incoming corporate and retail customer enquiries via telephone and email within a high volume/high activity call centre, to ensure our clients receive up to date visa and passport information. You will also be responsible for some internal sales activities in relation to our Special Services department. The consultant must also assist clients on visa processing challenges using a solutions-focused mindset to provide timely and accurate advice.

More specifically, your day-to-day duties will include (but not be limited to): 

  • Responding to all requests for information in a timely manner;
  • Adhering to processes and procedures to ensure performance standards are met;
  • Providing a consistent, courteous and professional service to internal and external clients;
  • Managing difficult customers effectively;
  • Communicating up to date visa and passport information;
  • Resolve incomplete data on forms;
  • Work proactively to identify and communicate to customer any potential issues that would prohibit CIBT from meeting their Request By date;
  • Liaising with other CIBT teams so clients receive a holistic service; and
  • Documenting information on all active files using Private Notes.

This is an exciting opportunity for a people-person, who thrives in a busy and dynamic environment and understands the importance of putting the client first. 

The ideal candidate will have a passion for customer service and be a patient, committed and friendly professional. Your ability to problem-solve effectively when required and a confident and personable attitude will be key to your success in this role.

In this busy and sometimes high-pressure environment, you'll need to be able to prioritise and multitask accurately as well as demonstrate strong verbal and written communication skills whilst liaising with clients and internal stakeholders alike. A good knowledge of geography and your overseas holiday experiences will hold you in good stead in this role, as you draw on your own knowledge of the world to give great advice to our clients.

Strong computer literacy is a must for this varied role, and experience with the Cisco desktop is desirable but not essential.

About the Benefits

It really can't be overstated how bright your future may be if you are successful in this role.  CIBTvisas is a large and established global organisation and they are currently experiencing rapid growth within the Australian and Asia Pacific market with projections indicating that the growth will continue at a very fast pace.  

Working in a modern office, close to public transport, you'll enjoy a friendly atmosphere and supportive team culture from day one. With comprehensive training and ongoing support, you'll love the culture that values honesty and integrity in all communications. 

In return for your hard work and dedication, you will enjoy a highly attractive remuneration package comprised of generous remuneration plus super!

Don't miss out on this exciting opportunity to build your career with a global market leader - Apply Now!

Application Form

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