Contact Centre Agent
2 weeks ago
**Opportunity at CIBT**:
We have exciting opportunities at CIBT. We value our employees and prioritize their career growth and development. 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 profound commitment to ethics, compliance, and diversity, along with our respect for one another, are key to our strength and success.
**Responsibilities**:
- Responsible for averaging 90% or above overall quality score
- Required to maintain 95% adherence to schedule
- Handle on average 80 to 110 calls per day (based on our average call handling time of less than 3 minutes)
- Provide consistent, courteous and professional service to both internal and external clients
- Professionally handle irate customers and correctly identify when to escalate to the next level
- Responsible for providing the client with the most up-to-date visa and passport information.
- Work proactively to identify and communicate to customers any potential issues that would prohibit CIBT from meeting the customers’ Request By Date
- Communicate with various CIBT teams (processing and dispatch) of any changes a designated client needs to make to an active itinerary.
- Respond to all requests for information in a timely manner.
- Assist colleagues and other departments when necessary.
- Consistency in documenting clear and concise information on all active files utilising Private Notes
- Provide clear feedback to management on customer’s experience and perceptions
- Process research on visa requirements when necessary.
- Keep self informed and educated on all changes in business that impact quality of service provided
**Requirements**:
- Associates Degree with two years’ experience or equivalent or above
- 1-3 years’ experience; highly desirable: experience in travel, hospitality or embassy/consulate relations
- Fluency in written and spoken English
- Exceptional communication and interpersonal skills
- Strong client service mentality
- Solutions-focused with excellent attention to detail and accuracy
- Proficiency with computer software; aptitude for learning new programs
- Strong organizational and time management skills
- Ability to handle high volume while maintaining high level of productivity
- Ability to problem solve, analyze information and provide solutions
**Equal Employment Opportunities: As part of our dedication to the diversity of our workforce, CIBT is committed to Equal Employment Opportunity without regard for race, color, national origin, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity, or religion.
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