Customer Service Consultants (Travel Contact Centre)
Job No:
60260
Location:
Perth, WA
- Work with a global market leader with a long list of Fortune 500 clients!
- Large, global organisation with offices in 13 countries around the world!
- Genuine opportunities for career growth and advancement!
- Competitive remuneration package of $50,000 to $52,000 plus super!
About the Organisation
CIBTvisas is a global organisation with more than 40 offices in 13 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 travel document service provider in Australia in terms of transactions and employees. In addition, they lead the Australian travel document 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 / Visa Consultant in Perth. Working in a team of 4 locally, plus interstate team of 7, this is a real career opportunity that can lead to international employment in the overseas offices.
Reporting to the Perth Operations Manager, you'll be responsible for delivering outstanding customer service and operational excellence as you manage incoming corporate and retail customer enquiry via telephone and email to ensure our clients receive up to date visa and passport information. You will also be responsible for the receipt and safe storage of visa applications from customers and couriers, accuracy of the visa and passport application process from the receipt of documents through successful lodging, including the handling of lodging rejects.
Additionally, you'll be responsible for reviewing order forms and requests and ensuring necessary documents are obtained from travellers and submitted to the relevant Consulate. The consultant must also assist clients on visa processing challenges, and creating and implementing solutions to overcome these.
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;
- Review customer order form and assess accuracy of submitted documents;
- 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 experience in a travel industry or call centre role, as well as a commitment to providing flawless customer service. 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 prioritize 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 market (100% growth over the past 12 months) 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 circa $50,000 to $52,000 plus super!
Don't miss out on this exciting opportunity to build your career with a global market leader - Apply Now!