Concierge Travel Specialist

2 days ago

San Francisco, California, United States CIBT Full time
About CIBT
CIBT is a leading global provider of immigration and visa services for corporations and individuals. With over 1,600 expert immigration and visa professionals, attorneys, and qualified migration consultants in over 60 offices across 27 countries, we offer a comprehensive suite of services under two primary brands: Newland Chase and CIBTvisas.

Opportunity at CIBT
We are seeking a dynamic Concierge Travel Specialist to join our team. As a key member of our team, you will provide high-touch, white-glove service to our VIP clients, driving customer satisfaction and acting as a brand ambassador. You will work closely with world-class visa and immigration experts, learning in a dynamic, collaborative, and complex global environment using industry-leading technology solutions.

Key Responsibilities
  • Provide detailed information on available services to customers, assisting them in making informed decisions.
  • Analyze customer requests and make recommendations based on specific travel needs, ensuring realistic expectations that promote a dedicated customer base.
  • Take ownership of the process from start to finish, proactively communicating with customers, resolving issues, and adapting communication methods to align with customer needs.
  • Proactively engage with customers, providing updates, following up, and informing them of any status changes.
  • Be evaluated on quantitative metrics, including the number of orders completed, number of orders downgraded, and client satisfaction scores.
  • Understand travel document requirements, utilizing tools and resources to ensure efficient and timely processing.
  • Promote best practices and quality control, following policies and procedures, and upholding standards of work to ensure compliance.
  • Work closely with other areas across the business to support ongoing improvements and provide input into strategic and tactical plans that enhance, expand, and improve our overall customer service and the quality of CIBT's offerings.

Requirements
  • Proficiency with computer software, with a high aptitude for learning new programs and a commitment to data integrity.
  • Ability to handle high volumes while maintaining excellent attention to detail.
  • Experience in client-facing travel, hospitality, or embassy/consulate relations is highly desirable.
  • Previous high-touch case management experience is preferred.
  • Prior travel industry experience is an asset but not required.
  • Previous work-from-home experience is not required, but a home office or place to work without distractions is necessary.
  • Ability to handle complaints, provide appropriate solutions for customers, and follow up to resolve any issues our customers experience.

Working Conditions
  • Must be able to work onsite in San Francisco, CA, Monday through Friday.
  • CIBT work locations comply with all COVID-19 safety protocols.

Equal Employment Opportunities
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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