Visa Consultant

Position Overview

The Visa Consultant plays a pivotal role in delivering exceptional service to clients by managing their travel document applications with utmost care and professionalism. This individual is expected to not only meet client expectations but surpass them by ensuring a seamless visa application experience.

The position requires comprehensive knowledge of the procedures for obtaining travel documents and the capability to organize and anticipate future needs effectively.

Team Purpose

The Processing & Premium Service team is dedicated to upholding CIBT's standards of outstanding customer satisfaction and operational excellence. They manage the entire visa application process, providing clients personalized updates throughout each stage.

Main Duties

• Thoroughly review customer order forms to verify accuracy before submission.
• Create or activate customer orders using the INON system.
• Address and resolve any incomplete or missing data on forms.
• Anticipate and communicate any potential obstacles that could delay meeting the customer's required date.
• Maintain ongoing communication with customers through phone and email as needed.
• Document all activities carefully within the INON platform.
• Ensure the chosen delivery method aligns with the customer's specified deadline.
• Manage rejected embassy submissions by re-contacting clients and resubmitting applications.
• Prepare complete and organized applications for handoff to the Manifest/Despatch team, including multi-visa requests.
• Coordinate with the despatch team to manage courier bookings and cancellations promptly while adhering to budget guidelines.
• Archive and file completed cases as instructed.
• Respond to basic billing inquiries.
• Stay updated on business changes that affect service quality.
• Collaborate with the Customer Contact team for swift problem resolution.
• Inform the Team Lead and Country Manager about changes in visa requirements.
• Monitor Genie follow-up reports to proactively detect issues.
• Handle public mailboxes and phone lines.
• Adhere to the agreed internal timelines to maintain workflow efficiency.
• Maintain high performance standards to ensure excellent service quality.
• Perform additional tasks as assigned.

Additional Responsibilities

Given the dynamic and collaborative nature of the work environment, the Visa Consultant must be willing to assist colleagues with various tasks as needed, ensuring all team responsibilities are completed.

Key Competencies

• Effective time management skills.
• Clear, concise verbal and written communication.
• Strong organizational abilities.
• Creative and practical problem-solving skills.
• Ability to work autonomously.
• Meticulous attention to detail.
• Customer-focused mindset.
• Openness to supervision and direction.
• Respect for diversity and inclusion.
• Capability to cope with job-related stress.
• Commitment to excellent customer service.
• Adaptability and flexibility.
• Team-oriented approach.

Organizational Role

• Operates as an individual contributor reporting directly to the Service Delivery Supervisor.
• Interfaces with multiple teams involved in the service delivery process.
• Works collaboratively with Executive Service, Guided Entry Department, and other internal teams.
• Part of a compact team responsible for delivering superior service.

Authority and Autonomy

The consultant has independent problem-solving authority to fulfill customer requirements effectively.

About CIBT

CIBT is a renowned global leader in immigration and visa services for businesses and individuals, with operations in 25 countries and over three decades of experience. It serves many Fortune 500 companies and offers comprehensive services via two main brands: Newland Chase, which focuses on global immigration strategy and advisory for corporations; and CIBTvisas, a frontrunner in business and travel visa services for corporate and individual clientele. Leveraging its global expertise and extensive network, CIBT facilitates streamlined travel and immigration solutions.

Equal Employment Opportunity

CIBT fosters a diverse, equitable, and inclusive workplace that respects and values all employees and applicants. It provides equal employment opportunities regardless of any protected characteristic under applicable laws. The company ensures reasonable accommodations during recruitment and employment for individuals with disabilities or specific accessibility needs upon request.