Service Delivery

Location

Secunderabad | India

Job description

• The Executive Service Guided Entry team supports CIBT s commitment to exceptional customer service satisfaction and operational excellence by providing a dedicated specialist to manage the entire application process from start to finish and keeping the client informed with personalised updates every step of the way

• The CIBTvisas Executive Service is an extension of our Guided Entry Service, which provides our highest level of hands-on, customised service

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 accuracy of submitted documents
• Activate or Create the customer order in INON
• Resolve incomplete data on forms
• Work proactively to identify and communicate to customer any potential issues that would prohibit CIBT from meeting their Date Required
• Utilise phone and e-mail communications to keep customers informed where required
• Ensure all work is properly documented in INON
• Ensure that delivery method selected is consistent with customer Date Required
• Handle all rejected embassy submissions by re-contacting customer and re-lodging work
• Provide a complete and well organized application for submission to Manifest/Despatch team. This includes the submission of multi-visa requests.
• Work collaborative with the despatch team to ensure couriers are booked and cancelled in a timely manner and within 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:
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

Job tags

Salary