Job Description

As a member of the Service Delivery Support team, you will directly support our global CIBTvisa operations, providing timely and accurate administrative and client support in order to meet internal metrics and deliver on our customer commitment.  You will be directly responsible for supporting E-Visas, Form Fill/Doc Prep, Photo Editing and other related Service Delivery functions.

You will have a commitment to following standards of work, ensuring a consistent and compliant experience for our clients and internal constituents, meeting the outlined deliverables within the Service Level Agreement (SLA).  In addition, you will work collaboratively across departments and within your designated team, responding to business demands.

This position requires that the candidate must have previous visa experience of a minimum of 2 years. This is a 24/5 operation and will require the selected candidate to work in rotational shifts.

Duties and Responsibilities

Customer Commitment

• Provide courteous and professional service to clients
• Respond to emails within SLA and in a timely and professional manner
• Send documents, order forms and associated instructions to clients
• Provide clear and direct guidance to customer inquiries
• Handle and resolve customer email requests
• Provide status checks based on client requests

Quality Focus

• Adhere to standards of work, policies, service best practices and security protocols
• Ensure the appropriate handling of documents
• Review and correct own work; request assistance as needed
• Document and update system records, using technology efficiently
• Provide clear and concise information on all active files

Results Oriented

• Provide consistent service to both internal clients and service delivery teams
• Maintain knowledge of expected KPI’s and work towards successful accomplishment
• Keep self-informed and educated on all changes in business that impact quality of service provided

Teamwork and Collaboration

• Collaborate with colleagues across departments
• Adapt to changing business needs
• Assist others as needed
• Maintain standards of conduct

Organizational Knowledge

• Research required information using available resources
• Maintain knowledge of products and services
• Process research on visa requirements

Achieving Success 

• Team members will be evaluated on the following KPI’s.
• Photos verified per day against embassy requirements
• Clarity and instruction to clients
• Customer feedback
• Number of e-visas completed in designated timeframe
• Response times /handling time
• Client Satisfaction
• Accuracy of data

Education and Experience

• College degree with a minimum of 2 years Evisa / Visa / ETA application experience, data entry experience; experience working in a Service Center / Visa facilitation company a plus
• Ability to work in rotational shifts.
• Proficiency/fluency of English language
• Computer literacy
  • Ability to navigate multiple programs and systems with ease
  • Experience with Outlook, database management, records retention and/or record management software
  • Capable of learning new systems
• Data entry/typing skills must include accuracy and speed
• High level of concentration and patience; ability to remain focused and on task
• Problem solving mind-set
• Commitment to working with clients in order to deliver the highest level of customer service
• Ability to follow process flows and standards of work; prioritize and organize work
• Work in team environment while being an individual contributor
• Excellent attention to detail; ability to review and correct own work and quality check documents with speed and accuracy
• Ability to be flexible with scheduling based on business needs
• Candidate should be able to work in a high pressure role with changing demands based on business requirements

About Us

CIBT is the leading global provider of visa and immigration services for corporations and individuals. The Company offers a comprehensive suite of services under two primary brands: Newland Chase, focused on global immigration strategy and advisory services for corporations worldwide, and CIBTvisas, the market leader for business and other travel visa services for corporate and individual clients. 

CIBT operates in a fast-paced, growth-oriented environment with a strong focus on scalability, controls, transparency, and value creation.