Customer Support Specialist
16 hours ago
Position Overview
The Customer Support Specialist position handles all aspects of customer service in the contact team and is responsible for providing accurate information about visa and passport requirements, processing, and delivery to customers both on the phone and in written e-mail communications. The Customer Support Specialist will be required to exhibit extreme flexibility in understanding the nuances of each call type. The ideal candidate is ready to provide exceptional customer service.
Duties and Responsibilities:
- Provide professional, courteous, and timely service to clients and internal teams, ensuring responses meet SLA and quality standards.
- Handle customer inquiries via phone and email, offering clear guidance, updates, and effective resolutions.
- Prepare and send documents, order forms, and instructions, ensuring accurate and secure handling.
- Maintain accurate system records and provide concise updates on all active files using available technology.
- Follow organizational standards, policies, service best practices, and security protocols.
- Collaborate across departments, assist colleagues when needed, and uphold professional standards of conduct.
- Stay informed on business changes and maintain current knowledge of products, services, and KPIs to support consistent service delivery.
- Adapt to shifting business needs while actively contributing to team goals and continuous improvement.
- Conduct research on visa requirements and other relevant topics to support client needs.
Education and Qualifications
- Graduate level degree or equivalent
- Experience working in a Customer Service, Call Center, Travel, Hospitality, or Embassy/Consulate relations in plus
- Fluency in written and spoken German and English language
- Computer literate with excellent writing and email skills
- Excellent attention to detail; ability to review and correct own work and quality check documents with speed and accuracy
- Data entry/typing skills must include accuracy and speed
- High level of concentration and patience; ability to remain focused and on task
- Commitment to working with clients in order to deliver the highest level of customer service
- Problem-solving mindset
- Results oriented and operates with a strong level of accountability
- Ability to organise and prioritise tasks under tight deadlines
- Candidate should be able to work in a high-pressure role with changing demands based on business requirements
About CIBT
CIBT is the leading global provider of immigration and visa services for corporations and individuals with over 1,700 expert immigration and visa professionals, attorneys and qualified migration consultants located in over 60 offices in 27 countries.
With 30 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: Newland Chase, a wholly owned subsidiary focused on global immigration strategy and advisory services for corporations worldwide and CIBTvisas, the market leader for business and other travel visa services for corporate and individual clients, and Blair Consular Services, operating for over 55 years, facilitates the procurement and certification of documentation.
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