Our Onsite Consultant is responsible for helping On-Site employees to successfully obtain a business visa, passport, and other travel documents. A key part of the role is to liaise directly with employees, understanding their situation and ensuring the appropriate solutions. Onsite Consultants use their expertise to provide prompt, high quality tailored advice and guidance based on individual needs and in a smooth and stress-free manner.
This position requires a self-motivated and self-disciplined individual who has the ability to work on their own with indirect supervision. This position requires a person who is highly skilled in customer service techniques and who displays characteristics of being flexible and adaptable. This person must be able to resolve issues in a professional and expedient manner, while keeping both the interest of the client and the interest of CIBT, in mind. This person will maintain a loyalty to CIBT’s policies and procedures while adhering to the culture of the On-Site client. This person is solely responsible for providing accurate information pertaining to visa and passport requirements, to all employees of the On-Site client. This position is responsible for managing the visa and passport application process, beginning with identifying the need of a visa and continuing through the entire application process. This application process entails collecting necessary documents from the traveler and submitting these documents to the relevant Consulate in order to ensure meeting the need date of the client. This position must also assist clients on visa processing “challenges” while creating and implementing solutions to overcome these “challenges”. In addition to the above-mentioned responsibilities, this position is also responsible for other ad hoc assignments or duties related to CIBT’s visa processing business, as assigned by a manager.
DUTIES AND RESPONSIBILITIES:
• Represent CIBT in a professional manner.
• Adhere to strict On-Site SLAs for answering phone calls (30 seconds), replying to emails (24 hours), and reviewing trip approvals (1 hour).
• Responsible for the entire process of obtaining visas and passports for employees within the On-Site company.
• Responsible for providing accurate information and putting together all documents required for obtaining visas and passports.
• Advise the traveler in a timely manner if there are any problems with their documentation.
• Notify staff within On-Site of any learned changes in Consulate Closings and/or relevant requirements.
• Review the Agent Action List and the Critical File List daily to ensure all itineraries are kept current and all necessary actions are completed.
• Ensure that all required travel documents are returned to the traveler in accordance with their need date.
• Take passport photos, as required by the On-Site company.
• Advise Supervisor of any learned changes in requirements.
• Maintain communication with the Operations Office to which they report, inclusive of the Operations Manager, Backup Agents and Liaisons.
• Train and keep up to date, the CIBT Operations Backup employee for the On-Site.
• Communicate with the Operations Office, any visa and passport needs of the On-Site.
• Adhere to the Standards of Work policies and procedures.
• Ensure compliance to CIBT policy and ethics.
• Maintain a professional and mutually beneficial relationship with Operations staff.
• Other job duties as assigned by management.
ESSENTIAL JOB REQUIREMENTS
Metric Criteria for Performance Management
• Attendance – ability of the employee to meet the published CIBT attendance policy
• Productivity – ability of the employee to meet the established metric of files properly opened per hour
• Quality – ability of the employee to attain the established quality metric
• Customer Interaction – ability of the employee to attain quality metric on customer interactions
Customer Service Based Job Responsibilities
• Customer Service Skills
• Responsiveness to Internal Clients
• Consultative Skills
• Technical Skills
Core Competencies for Performance Management
• Communication must be clear and grammatically correct in both written and verbal communication
• Ability to quickly learn and navigate multiple CIBT systems and On-Site platforms
• Organizational skills
• Time management skills and ability to meet deadlines
• Attention to detail and proactive solutions to problems
• Ability to accept supervision and follow directions
• Ability to work well as a member of the team
• Ability to work independently
• Ability to multi-task
• Ability to remain cool under pressure and adapt to situations
• Compliance to Standards of Work
• Overall can do attitude
WORKING CONDITIONS/LOCATION:
• Office environment: exposure to computer screens, interaction with others in a remote office environment
• This position would be located on the end client’s office in Singapore
PHYSICAL DEMANDS:
• Visual acuity; ability to view computer screen for full shift, approximately 9 hours (excluding 1 hour lunch)
• Sitting for extended period of time
• Manual dexterity for operating a computer, keyboard and mouse
• Speaking for operating a phone with ability to convey detailed information accurately and clearly
