Sr Associate -Client Support
Sr Associate -Client Support
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
CIBT is the leading global provider of immigration and visa services for corporations and individuals with over 1700 expert immigration and visa professionals attorneys and qualified migration consultants located in over 60 offices in 25 countries. With thirty years of experience CIBT is the primary service provider to 75 of Fortune 500 companies.
With thirty years of experience CIBT is the primary service provider to 75 of Fortune 500 companies. CIBT offers a comprehensive suite of services under two primary brands: CIBTvisas the market leader for business and other travel visa services for corporate and individual clients and Newland Chase a wholly owned subsidiary focused on global immigration strategy and advisory services for corporations worldwide. CIBTvisas is the premier global provider of travel visas and document procurement with an unparalleled global footprint and works closely with clients ranging from corporates to cruise lines and travel management companies to independent travellers.
Key Responsibilities
- Primary focus to provide excellent service to a range of travel clients. Support with light account management duties and administrative support
- Maintain client portals
- Inbox management within set SLAs
- Initial point of contact for invoicing queries. Liaise with the client and the finance team
- Client Account support including but not limited to password resets profile removal or movement customer reference fields etc.
- Client standardised reporting
- Setup visa alert
- Portal/ kit maintenance for noncorporate clients
- Maintain records within the designated customer service system e.g. Freshdesk
Skills abilities and knowledge
- Relationship builder that earns the confidence of others by demonstrating integrity reliability and respect; builds and sustains solid partnerships based on mutual support through a collaborative style.
- Demonstrated problem solving and analytical skills
- Ability to multitask effectively and change gears quickly without skipping a beat ability to prioritize among competing tasks. Organization and time management skills rigor and attention to detail.
- Ability to work independently as well as be a strong team member working collectively towards organizational goals and objectives.
In addition to the Client Support activities details above the Sr Associate/Team Leader would have the following additional responsibilities:
- Manage team of Client Support personnel
- Assign tasks delegate work and set clear expectations.
- Monitor individual and team performance against key metrics (e.g. call handling time customer satisfaction).
- Act as first point of escalation for issues that cannot be resolved by the Client Support team
- Conduct regular team meetings to discuss goals challenges and best practices.
- Ensure timely and effective resolution of customer inquiries and complaints.
- Handle escalated customer issues and complex problems.
- Monitor customer interactions through call recordings and chat transcripts to ensure quality standards are met.
- Proactively identify and address customer pain points.
We are an equal opportunity employer. Applicants are considered for positions without regard to veteran status uniformed service member status race color religion sex national origin age physical or mental disability genetic information or any other category protected by applicable federal state or local laws.
Required Experience:
Senior IC
Employment Type
Full-Time
