Executive Services Consultant

CIBT•Washington, DC

7d•Hybrid

About The Position

We have a dynamic opportunity to be the face of CIBT, working as a dedicated in office Executive Services Consultant. Our Consultants are key in providing the best-in-class service to our customers through tailored solutions that meet specific travel needs. Working with this team, you will provide a high touch, white glove service to our VIP clients, driving customer satisfaction and acting as a brand ambassador. 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 ideal candidate is a self-motivated and self-disciplined individual who can coordinate with multiple groups through clear, concise communication. We’re looking for someone who is able to adapt to the ever-changing nature of the travel service industry, all with a positive attitude and customer satisfaction in the forefront of their priorities. If organization, attention to detail and the ability to multitask are your strong suits, you would be a great addition to our team! In this position, you will learn: Specialized handling of all client travel documents and requests. Travel document requirements for efficient and timely processing. Best practices and quality control, following policies and procedures and upholding standards of work to ensure compliance. Product and service enhancements, system updates, and changes to requirements.

Requirements

Proficiency with computer software (must be highly proficient with Outlook), aptitude for learning new programs and commitment to data integrity.
Ability to handle high volume while maintaining excellent attention to detail
Experience in client facing travel, hospitality, or embassy/consulate relations highly desirable.
Previous high-touch case management experience preferred.
Prior travel industry experience is an asset but not required.
Previous work from home experience is not required, but must have a home office or place to work without distractions.
Must be able to handle complaints, provide appropriate solutions for customers, and follow up to resolve any issues our customers experience.

Nice To Haves

Prior travel industry experience is an asset but not required.
Previous high-touch case management experience preferred.

Responsibilities

Provide the highest level of service to customers; provide detailed information on available services that align with requirements, assisting the customer in making informed decisions.
Analyze customer requests and make recommendations based on specific travel needs, ensuring realistic expectations that promote a dedicated customer base.
Take ownership of process from start to finish and proactively communicate with customers; resolve issues; adapt communication method to align with customer needs, work collaboratively across departments in order to instill customer confidence and build loyalty.
Proactively engage with customers, providing updates, following up, and informing them of any status changes.
Be evaluated on quantitative metrics including, but not limited to; number of orders completed, number of orders downgraded, and client satisfaction scores.
Understand travel document requirements; utilize tools and resources to ensure efficient and timely processing.
Promote best practices and quality control, follow policies and procedures, and uphold standards of work to ensure compliance.
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’s offerings.
Other duties as assigned.