Job Description:

Purpose of this Job:     The Customer Contact team supports CIBT’s commitment to customer satisfaction and operational excellence by providing flawless customer service support to customers via phone and e-mail interactions. The Customer Contact agent position handles all aspects of customer service in the contact team and is responsible for providing accurate information pertaining to visa and passport requirements, processing and delivery to customers both on the phones and in written e-mail communications.  Contact Agent handles a variety of customer types, ranging from FTSE 500 Corporate clients to Leisure Tour operators, to general retail customers.  Agent will be required to exhibit extreme flexibility understanding the nuances of each call type.  In addition to handling a high volume of calls and e-mails, the Customer Contact Agent will be responsible for sending necessary documents and order forms to clients and educating them on the website capabilities.  Agents will provide status checks when clients request updates and will work with processing and despatch teams to ensure customer satisfaction. Agents will perform processing preparation activities when work load allows.   The ideal candidate will derive satisfaction from providing exception customer service to our clients.

Duties:

• Achieve minimum performance handling standards on calls handled and e-mails completed based on assignment.
• Responsible for averaging 90% or above overall quality score
• Required to maintain 95% adherence to schedule
• Provide consistent, courteous and professional service to both internal and external clients
• Professionally handles irate customers and correctly identifies when to escalate to next level
• Responsible for providing the client with the most up-to-date visa and passport information.
• Communicate with various CIBT teams (processing, dispatch, and courier) 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 when necessary.
• Consistency in documenting clear and concise information on all active files utilizing 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
• Meet and greet clients/ customers/ members of public at reception and handle or refer their queries.