Processing Consultant

2 days ago

Singapore CIBT SINGAPORE PTE. LTD. Full time

Purpose of this Job:
The Processing Consultant is responsible for maintaining our service delivery including responding to visa queries and

complete handling of travel documents for submission. The role must maintain an understanding of all procedures to

secure travel documents along with the ability to organise and plan for the future.
- Prep submission by reviewing customer order form and assessing accuracy of submitted documents
- Activate customer order on 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
- 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
- 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

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, until the work is finished and contribute to helping other team members with tasks when required.

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

Position in the organisation:

- Individual contributor, directly accountable to the Service Delivery Supervisor
- Liaises with all other teams involved in the delivery process
- Works collaboratively with all of the Executive Service & Guided Entry Department and other teams
- Member of a small team directly responsible for service delivery excellence

Dimensions and limits of authority
- Exercises autonomy in problem solving to achieve customer needs.

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