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Executive Services Consultant

6 months ago

Melbourne, Australia AU 480 CIBT Visalink Pty Ltd Australia Full time

Purpose of this Job:
The Executive Service Consultant is responsible for ensuring a superior class of service is delivered which includes the consultation and complete handling of travel documents needed for our clients seeking a superior level of service. The Executive Service Consultant needs to not only meet but exceed our customers’ expectations and provide the services they need. The role must maintain an understanding of all procedures to secure travel documents along with the ability to organise and plan for the future.

**Duties**:

- Prep submission by reviewing customer order form and assessing the accuracy of submitted documents
- Activate or Create the customer order in INON
- Resolve incomplete data on forms
- Work proactively to identify and communicate to customers any potential issues that would prohibit CIBT from meeting their Date Required
- Ensure all work is properly documented in INON
- Ensure that the delivery method selected is consistent with customer Date Required
- Handle all rejected embassy submissions by re-contacting customers and re-lodging work
- Work collaboratively with the despatch team to ensure couriers are booked and canceled in a timely manner and within the appropriate pricing structure
- Archive/file closed files as directed
- Answer basic billing questions
- Keep self-informed and educated on all changes in business that impact quality of service provided
- Work collaboratively with the Customer Contact team to assure clients of quick resolution
- Advise Service Delivery Supervisor & Operations Manager of any learned changes in requirements
- Review Genie “follow-up’ reports to proactively identify potential problems
- Manage public mailboxes
- Maintain the agreed internally defined timeframe intervals for work flow
- Maintain performance standards to ensure quality service and optimal performance
- Additional activities as directed

Other responsibilities:
CIBT is staffed by small teams and fluctuating demands. Hence, it is essential that the role holder is prepared to work collaboratively with other staff, until the work is finished and contribute to helping other team members with tasks when required.

Key Role Competencies:

- Excellent time-management skills
- Clear and concise communication skills
- for both oral and written interactions
- Strong organisational skills
- Creativity in problem solving
- Ability to work independently
- Strong attention to detail
- Customer centric
- Ability to accept supervision and follow directions
- Respect for diversity
- Flexibility and tolerance for job pressures
- Customer service excellence
- Adaptability
- Teamwork orientation

Position in the organisation:

- Individual contributor, directly accountable to the Service Delivery Supervisor
- Liaises with all other teams involved in the delivery process
- Works collaboratively with all of the Executive Service & Guided Entry Department and other teams
- Member of a small team directly responsible for service delivery excellence