Premium Specialist

CIBT•San Francisco, CA

1d•$22 - $24

About The Position

Our highly skilled and motivated Specialists 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 Specialists 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. In this role, they 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 specialist 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 Specialist 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 specialist 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.

Requirements

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

Nice To Haves

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

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