Contact Centre Agent

20 hours ago

Singapore SG 400 CIBT Singapore PTE Ltd Full time

Consultants will provide status checks when clients request updates and will work with processing and despatch teams to ensure customer satisfaction. Consultants will perform processing preparation activities when workload allows.

Consultants will also be responsible for some internal sales activities in relation to our Special Services department.

**Duties**:

- Responsible for averaging 90% or above overall quality score
- Required to maintain 95% adherence to schedule
- Handle on average 80 to 110 calls per day (based on our average call handling time of less than 3 minutes)
- Provide consistent, courteous and professional service to both internal and external clients
- Professionally handle irate customers and correctly identify when to escalate to the next level
- Responsible for providing the client with the most up-to-date visa and passport information.
- Work proactively to identify and communicate to customers any potential issues that would prohibit CIBT from meeting the customers’ Request By Date
- Communicate with various CIBT teams (processing and dispatch) of any changes a designated client needs to make to an active itinerary.
- Respond to all requests for information in a timely manner.
- Assist colleagues and other departments when necessary.
- Consistency in documenting clear and concise information on all active files utilising Private Notes
- Provide clear feedback to management on customer’s experience and perceptions
- Process research on visa requirements when necessary.
- Keep self informed and educated on all changes in business that impact quality of service provided

**Other responsibilities**:
CIBT is staffed by small teams and fluctuating demands. Hence, it is essential that the role holder is prepared to work collaboratively with other staff, to attend regular meetings and contribute to helping other team members with tasks when required. Work assignment can vary both intra-day and day-by-day.

**Key Role Competencies**:

- Customer Service Excellence - key focus
- Confident and personable attitude
- Strong verbal and written communication skills
- Strong computer literacy
- Adaptability
- Rapport building
- Teamwork orientation
- Attention to detail and problem resolution skills
- Ability to prioritise and multi-task
- Flexibility and tolerance for high pressure environment
- Ability to accept supervision
- Respect for diversity
- Travel Industry and/or Call Centre Experience
- Good knowledge of geography
- Cisco desktop desirable but not essential

**Position in the organization**:

- Individual contributor, directly accountable to Customer Contact Supervisor, CIBT, Melbourne
- Member of a small team directly responsible for customer education and satisfaction
- Liaises with all other teams involved in the service delivery stream

**Key Relationship**:

- Customer Contact Supervisor
- Customer Contact Consultants
- Process, Dispatch and States Supervisors
- National Operations Manager
- All CIBT Customers

**Dimensions and limits of authority**

Individual will make recommendations to management team on processes that improve the overall service delivery experience

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