Job Description
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We have an exciting opportunity for a Concierge Travel Specialist role in a Consumer Services agency based in Washington, DC. It is the leading provider of immigration and visa services for corporates and individuals with locations worldwide. The Concierge Travel Specialist will gain knowledge in a dynamic, cooperative, and complex global environment, working with world-class visa and immigration experts and using industry-leading technology solutions to deliver on Customer Commitment.
Job Requirements:
- Proficiency with computer software (especially Outlook), acumen for learning new programs, and commitment to data integrity is required.
- Capability to handle a high volume of work while paying close attention to detail.
- Experience working with tourists, in the hospitality industry, or embassy/consulate relations is highly preferred.
- Experience with high-touch case management is preferred.
- Prior experience in the travel industry is advantageous but not required.
- It is not necessary to have prior experience working from home but must have a home office or another distraction-free area.
- Must be able to deal with complaints, offer suitable solutions to customers, and follow up to fix any problems they encounter.
- Fluency in both written and spoken Chinese is preferred.
- Capability to view computer screen for an eight-hour shift.
- Sitting for long periods.
- Manual dexterity is required to operate a computer, keyboard, and mouse.
- Having the ability to speak while using a phone and convey accurate, detailed information.
Responsibilities
Job Responsibilities:
- Giving customers the best possible service and in-depth details on services that are compatible with their needs will help them make wise decisions.
- Analyze client requests and offer suggestions based on unique travel requirements, making sure to set reasonable expectations that encourage a loyal clientele.
- Take complete responsibility for the process, keep customers informed, and resolve any issues. You should also adjust your communication style to suit your audience.
- Collaboration across departments is required to instill customer trust and loyalty.
- Actively communicate with clients, giving them status updates, checking in with them, and alerting them to any changes in the situation.
- Be assessed using quantitative criteria such as, but not restricted to, client satisfaction ratings and the quantity of orders completed and downgraded.
- Identify the requirements for travel documents; make use of the tools and resources available to ensure prompt and effective processing.
- To ensure compliance, promote best practices and quality control, adhere to policies and procedures, and uphold work standards.
- Cooperate closely with other business units to support ongoing improvements and to offer feedback on strategic and tactical plans that will enhance, expand, and improve CIBT's overall customer service and the caliber of its products.
- Other responsibilities may be assigned.
Referrals
If you know anyone who may be suitable for the above role, feel free to get in contact with the Mandarin Recruitment team. We will ensure a healthy referral bonus.
About Us
Mandarin Recruitment is a service that helps Global businesses & organisations find and source high-quality Mandarin-speaking professionals. We have unparalleled and exclusive channels to the Chinese speaking market, allowing us to be the leading organisation for specialist Mandarin recruitment.
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