Travel Document Specilaist - Peninsula Visa

About the Role

As a Customer Support Specialist, your role is pivotal in navigating the complexities of visa and passport application processes for our clients. This position goes beyond processing requests – it's about leading our team of agents and support staff, ensuring they are well-trained to deliver top-notch service. You'll become the trusted guide for our clients, consistently updating them throughout their application journey. Furthermore, you'll foster a positive, educational environment, providing your team with constructive feedback and opportunities for professional growth.

Key Responsibilities

• Initiate work orders for clients via phone, in-person, or online engagements
• Collect and manage essential client billing and shipping information
• Communicate application requirements to clients via email
• Maintain continuous contact with clients, providing them regular updates on their application status
• Field phone inquiries from clients regarding visa and passport-related queries
• Guide clients through their applications, detailing processing times and fees
• Assist walk-in clients in our office, ensuring a high standard of service
• Collaborate with team members to innovate and meet client needs, driving the improvement of our services
• Participate in business development initiatives within the agency
• Provide additional support as necessary to maintain smooth operations

Skills & Competencies

• Exceptional leadership and teamwork skills
• Excellent communication abilities
• Resilience and capacity to perform under pressure
• Proficiency in managing time and tasks effectively
• Comfortability with client-facing communications, both over the phone and in person
• Capability to comprehend and follow instructions accurately
• Proficiency in English, both in verbal and written forms
• Professional appearance and demeanor

Education & Experience

• A high school diploma
• Previous experience in a customer service role, with adept phone and computer skills

Join our team at Peninsula Visa, where you will bridge the gap between our clients' international travel aspirations and reality. Be the guiding hand they need and help us to continue enhancing travel solutions for the modern age.