Werken bij
Het ideaal van VisumBuro van een excellente klantenservice met persoonlijke aandacht kan alleen worden bereikt met de ondersteuning van een team dat excelleert. De VisumBuro-standaard voor accurate, efficiente en toegewijde service wordt uitgedragen door elk lid van het VisumBuro team. Als dienstverlener is VisumBuro op zoek naar oprecht klantgerichte medewerkers, met een professionele houding die past bij onze missie. Wij zijn toegewijd aan onze medewerkers, zodat ons team toegewijd kan zijn aan onze klanten.
Openstaande vacatures
Op dit moment heeft VisumBuro de volgende vacatures open staan: Customer Contact Agent, Visa Consultant, Account Manager Netherlands en Sales Manager Belgium.
Geïnteresseerden worden vriendelijk verzocht hun sollicitatiebrief en CV in het Engels in te zenden.
Customer Contact Agent
The Customer Contact team supports CIBT’s commitment to customer satisfaction and operational excellence by providing flawless customer service support to customers via phone and e-mail interactions.
The Customer Contact agent position handles all aspects of customer service in the contact team and is responsible for providing accurate information pertaining to visa and passport requirements, processing and delivery to customers both on the phones and in written e-mail communications. Contact Agent handles a variety of customer types, ranging from FTSE 500 Corporate clients to Leisure Tour operators, to general retail customers. Agent will be required to exhibit extreme flexibility understanding the nuances of each call type. In addition to handling a high volume of calls and e-mails, the Customer Contact Agent will be responsible for sending necessary documents and order forms to clients and educating them on the website capabilities. Agents will provide status checks when clients request updates and will work with processing and despatch teams to ensure customer satisfaction. Agents will perform processing preparation activities when work load allows. The ideal candidate will derive satisfaction from providing exception customer service to our clients.
Duties and 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. It is a full time position.
- Achieve minimum performance handling standards on calls handled and e-mails completed based on assignment.
- Responsible for averaging 90% or above overall quality score
- Required to maintain 95% adherence to schedule
- Provide consistent, courteous and professional service to both internal and external clients
- Professionally handles irate customers and correctly identifies when to escalate to next level
- Responsible for providing the client with the most up-to-date visa and passport information.
- Communicate with various CIBT teams (processing, dispatch, and courier) 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 when necessary.
- Consistency in documenting clear and concise information on all active files utilizing 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
Key Role Competencies:
- Excellent communication skills
- Adaptability
- Rapport building
- Teamwork orientation
- Attention to detail and problem resolution skills
- Customer service excellence
- Ability to multi-task
- Flexibility and tolerance for job stress
- Ability to accept supervision
- Respect for diversity
Position in the organisation:
- Individual contributor, directly accountable to Customer Contact Manager, CIBT, The Hague
- Member of a small team directly responsible for customer education and satisfaction
- Liaises with all other teams involved in the service delivery stream
Dimensions and limits of authority:
- Individual will make recommendations to management team on processes that improve the overall service delivery experience
- Individual will have pre-approved limits of credit
What do we have to offer:
- Competitive salary
- Commercial environment
- 25 holidays
- Pension
Information Notes:
Send your application, including Resume, in English via email to vacature@cibt.nl
For general enquires pertaining to VisumBuro, please contact Human Resources at vacature@visumburo.nl.
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Visa Consultant
The Visa Processing team supports CIBT’s commitment to customer satisfaction and operational excellence by providing flawless support to the fulfillment of visa and legalizations requests.
The Visa consultant is responsible for the accuracy of the visa and legalization application process from the receipt of documents through successful lodging, including the handling of lodging rejects. He/she will continue to serve as the voice of CIBT to the client regarding any post-lodging communications. The consultant will review the order form and request and ensure the necessary documents are obtained from the traveler and submitted to the relevant Consulate in order to ensure that the Required By date is met. The consultant must also assist clients on visa processing “challenges”, creating and implementing solutions to overcome these “challenges”. In addition to the above mentioned responsibilities, the consultant is also responsible for other ad hoc assignments or duties related to CIBT’s visa processing business, as assigned by a Manager. Basis of Employment is Full Time.
Duties:
- Open and process a given amount of error free orders in accordance with office volume.
- Meets or beats critical timeframe metrics
- Meet or achieve quality and adherence metrics
- Prep submission by reviewing customer order form and assessing accuracy of submitted documents
- Create customer order in INON and corollary systems (e.g. Nigerian website, Saudi website, etc)
- Resolve incomplete data on forms
- Work proactively to identify and communicate to customer any potential issues that would prohibit CIBT from meeting their Request By date
- Utilise phone and e-mail communications to keep customers informed
- Ensure all work is properly documented in INON
- Ensure that delivery method selected is consistent with customer Requested by date
- Handle all rejected embassy submissions by re-contacting customer and re-lodging work
- Provide a complete and well organized packet for submission to Despatch team. This includes the submission of multi-visa requests.
- Answer incoming calls in a timely and courteous manner
- Return phone calls and e-mails in a timely manner
- Assist colleagues when necessary
- 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
- Works collaboratively with the Customer Contact team to assure clients of quick resolution
- Advise management of any learned changes in requirements
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, 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 organizational skills
- Creativity in problem solving
- Ability to work independently
- Attention to detail
- Customer centric
- Ability to accept supervision and follow directions
- Adaptability
- Respect for Diversity
Position in the organisation:
- Individual contributor, directly accountable to the Processing Manager, CIBT, Den Haag
- Dotted line accountability to Processing team leader
- Member of a small team directly responsible for service delivery excellence
- Liaises with all other teams involved in the delivery process
Dimensions and limits of authority:
- Exercises autonomy in problem solving to achieve customer needs
- Has pre-approved ability to authorize credits
What do we have to offer:
- Competitive salary
- Commercial environment
- 25 holidays
- Pension
Information Notes:
Send your application, including Resume, in English via email to vacature@cibt.nl
For general enquires pertaining to VisumBuro, please contact Human Resources at vacature@cibt.nl
________________________________________________________________________________________________________
Account Manager
Principle Duties and Responsibilities:
The Account Manager is an integral part of the company’s service delivery chain. The Account Manager supports the company at large by directly supporting the Business Development Director through sales, marketing and administration functions. Focus is on the Corporate and Leisure segments and based on account management, account profile set-up, maintenance, client reporting, leisure & kit program coordination, exhibiting and customer relation management.
Specific Job Tasks:
The general duties of the Account Manager employee include but are not limited to the following areas outlined below. In addition to these, ad hoc duties and projects may be assigned by senior management.
- Account Management – Maintain and develop existing relationships.
- Account Profiles - Establish and maintain accurate account profiles to positively impact the service delivery chain, including but not limited to: effective service macros, correct payment and shipping preferences, accurate reporting, accurate rate and rebate plans, account portal elements, etc. Accounts must be created in full with attention to client as well as operational needs. All communications with account, vital data, account idiosyncrasies, and points of contact should be entered and commented comment field. The Account Manager employee should correctly maintain accounts to result in optimal customer satisfaction and informed and accurate processing of visas, passports, and other items.
- Account Records - Create and maintain organized files for all relevant documents and written correspondence such as service level agreements, enrollment forms, and contracts. Maintain spreadsheet of contracts.
- Service Escalations / Complaints - Serve as the escalation handling and tracking point for client/account management escalations and take care of complaints.
- Commission Program - Maintain spreadsheet of accounts and issue rebate reports for individual accounts and account ranges in the Benelux market. Liaise with the Administration department to coordinate all commission payments quarterly for accounts paid and provide corporate accounting with accrual information.
- Customer Reporting - Maintain knowledge of available client reporting resources and coordinate client reporting needs.
- Communications and Training – Support for corporate clients and leisure clients (travel agents / touroperators) communications and onsite or online (webex training) training of client employees.
- Technical Enhancements - Assist in preparing IT requirements for enhancements.
- Seasonal Events –Attend and prepare materials for tradeshows, travel events during the season.
What do we have to offer:
- Competitive salary
- Commercial environment
- 25 holidays
- Pension
- Lease car
Credentials for Position:
- Bachelor degree (for example HBO/NHTV)
- Dutch and English and preferable French written and oral communication skills
- Excellent commercial, marketing and organization skills
- Strongly account management and results oriented
- Minimum of 3 years of relevant account management (sales) experience with excellent track record
- Ability to work unsupervised as well as to interact with all other company departments
- Ability to create and maintain strong business relationships
- Strong MS (word/excel/powerpoint) Office skills
- Ability to support data entry/keyboarding
- During busy periods there might be an additional demand to support other CIBT departments.
Information Notes:
Send your application, including Resume, in English via email to Remco.Vanderwal@cibt.nl
For general enquires pertaining to VisumBuro, please contact Human Resources at vacature@visumburo.nl.
_________________________________________________________________________________________
Sales Manager Belgium
Principle Duties and Responsibilities:
The Account Manager is an integral part of the company’s service delivery chain. The Sales Manager supports the company at large by directly supporting the Business Development Director through sales, marketing and administration functions and indirect to the General Manager of CIBT Brussels. Focus is on the Corporate and Leisure segments and based on new sales, account profile set-up, maintenance, client reporting, leisure & kit program coordination, exhibiting and customer relation management.
Specific Job Tasks:
The general duties of the Sales Manager employee include but are not limited to the following areas outlined below. In addition to these, ad hoc duties and projects may be assigned by senior management.
- (New) Sales – cold acquisition, new customers, new industries, new regions and new products.
- Account Profiles - Establish and maintain accurate account profiles to positively impact the service delivery chain, including but not limited to: effective service macros, correct payment and shipping preferences, accurate reporting, accurate rate and rebate plans, account portal elements, etc. Accounts must be created in full with attention to client as well as operational needs. All communications with account, vital data, account idiosyncrasies, and points of contact should be entered and commented comment field. The Sales manager employee should correctly maintain accounts to result in optimal customer satisfaction and informed and accurate processing of visas, passports, and other items.
- Account Records - Create and maintain organized files for all relevant documents and written correspondence such as service level agreements, enrollment forms, and contracts. Maintain spreadsheet of contracts.
- Service Escalations / Complaints - Serve as the escalation handling and tracking point for client/account management escalations and take care of complaints.
- Commission Program - Maintain spreadsheet of accounts and issue rebate reports for individual accounts and account ranges in the Belgium market. Liaise with the Administration department to coordinate all commission payments quarterly for accounts paid and provide corporate accounting with accrual information.
- Customer Reporting - Maintain knowledge of available client reporting resources and coordinate client reporting needs.
- Communications and Training – Support for travel agents communications and onsite (webex training) training of client employees.
- Technical Enhancements - Assist in preparing IT requirements for enhancements
- Seasonal Events –Attend and prepare materials for tradeshows, travel events during the season.
What do we have to offer:
- Competitive salary
- Lease car
- Bonus program
- Commercial environment
- 25 holidays
- Pension
Credentials for Position
- Bachelor degree
- Strong French, English, Flemish and/or Dutch written and oral communication skills
- Excellent commercial, marketing and organization skills
- Strongly results oriented
- Minimum of 3 years of relevant sales experience with excellent track record.
- Ability to work unsupervised as well as to interact with all other company departments.
- Ability to create and maintain strong business relationships.
- Strong MS (word/excel/powerpoint) Office skills
- Ability to support data entry/keyboarding
- During busy periods there might be an additional demand to support other CIBT departments
Information Notes:
Send your application, including Resume, in English via email to Remco.Vanderwal@cibt.nl
For general enquires pertaining to VisumBuro, please contact Human Resources at vacature@visumburo.nl.