Team Lead Processing Dispatch

6 days ago

Singapore SG 400 CIBT Singapore PTE Ltd Full time

***

The purpose of the team lead role is to assist the Operation Manager in the running of day to day process. The team lead has an active role in managing the distribution of work across the customer service specialists. The team leader provides first level support to the team, handling questions, guiding them on processes and participating in training & development. The team lead will help manage escalations and processing work, and will report to the Operation Manager.

**RESPONSIBILITIES**
- Provides training assistance and guidance to new team members
- Performs opening and closing procedures as directed by management
- Adheres to deadlines; achieve client request by dates and hit internally defined timeframe intervals for workflow
- Responsible for handling higher level and more complex client files; assists in assigning files to appropriate consultants; monitors consultant’s daily workload.
- Ensures that Consultants provide quality customer service; investigates and resolves problems escalated by consultants/clients.
- Maintains deep content knowledge on all aspects of CIBT’s business process to complete orders, and maximize systems capabilities
- Supports account management staff to find resolutions to client concerns
- Opens and processes files in accordance with duties outlined in the Passport and Visa Consultant job description
- Updates daily rejections assessing training gaps and feeding back to staff in a positive manner for improvement.
- Collectively manages the distribution of daily work assignments based on staffing on hand

**REQUIREMENTS**
- BA/BS or Associates Degree and two years’ experience or equivalent combination.
- Highly desirable: experience in high-end retail, travel, hospitality, or embassy/consulate relations, and foreign language.
- Fluent in English with strong communication and interpersonal skills: clear written and verbal communication with demonstrated understanding of communication methods and styles; articulate clearly and concisely in a professional and hospitable manner without jargon or complicated language. Highly desirable: fluency in second language.
- Excellent organizational and time management skills: adhere to deadlines and adapt to changing circumstances; handle high volume while maintaining excellent attention to detail; monitor own work and self-edit.
- Able to adapt to changing circumstances and prioritize work accordingly. Self-starter with desire to show ownership and commitment to role.
- Proficiency with computer software, aptitude for learning new programs and commitment to data integrity.
- Other duties as assigned

**PHYSICAL DEMANDS**
- Visual acuity; ability to view computer screen for full shift, approximately eight hours
- 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

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