JOB DESCRIPTION:

A successful Visa & Passport Specialist has a passion for delivering extraordinary service to our customers who deserve and expect the ultimate in customer service experiences.

This position requires dedication to our customers and success necessitates a passion for delivery of extraordinary service to our clients, tailoring of our products and services to the needs of the traveler, and serving as an ambassador.

This position is responsible for managing the implementation of visa and passport requests throughout the order life-cycle as well as providing on-going consultation with clients to ensure a positive customer experience.

We are looking for extraordinary customer focused individuals to sit at our client site in Seattle, WA, who can surpass our customer's expectations by creating a service experience they wish to repeat.

AS A VISA & PASSPORT SPECIALIST, YOU WILL BE RESPONSIBLE FOR:

• Manage the implementation of visa and passport requests throughout the order life-cycle • Conduct a thorough quality review of all travel documents received from clients to ensure all requirements have been met • Advise client as to any issues with travel documents or other relevant issues that may impact their requested completion date. Work with clients in a proactive and customer friendly manner to resolve issues. • Consult with clients on country specific requirements to ensure all relevant information has been properly communicated, including required documents and time frames for processing. • Ensure accurate information is maintained on client accounts throughout the implementation cycle (service codes, pricing, shipment information, travel date). • Conduct thorough review of daily reports including the Critical File List and Agent Action List to ensure that all account information is kept current and follow up actions are met in order to prevent potential issues. • Develop and maintain a thorough understanding of travel document requirements and processes to ensure proper handling of requests and accurate information is provided to clients • Interface closely with other company Operation centers and call center on behalf of the client. • Ensure correct information is on each itinerary (correct codes, prices, addresses, dates, entering important comments). • Advise the client in a timely manner if there are any problems with their itinerary, work with that client to resolve the issues and continue to do daily follow up until the issue is resolved. • Answer incoming calls, emails, and return calls in a timely and professional manner. • Maintain all files in a neat and organized fashion, in accordance to the company standards of work (SOW) • Communicate any new requirements that may be identified to management • Other job duties as assigned by management

QUALIFICATIONS:

• Minimum of 3 year of experience in a customer facing customer service role.
• Exceptional communication skills with diplomacy; must be fluent in English both orally and in writing
• Exhibit a friendly, reliable, enthusiastic, obliging and compassionate personality
• Passion for serving customers with proactive solutions and demonstrated troubleshooting abilities
• World class customer service focus with ability to satisfy the customer
• Effective and strong consultative skills with the ability to listen to the customers' needs; in turn, offering confident recommendations, resulting in high satisfaction from the customer with the service they received
• Ability to remain cool under pressure and successfully multi-task while developing rapport with customers is essential
• Must be resourceful and capable of learning and using computer systems
• Have a can-do attitude
• Adapt to an ever-changing environment and being resilient
• International destination knowledge, including knowledge of emerging destinations or prior travel experience preferred

Company offers staff the ability work in an environment that demands exceptional performance, yet reaps great rewards - whether it's career opportunities, job enrichment or a supportive working environment. While this position is an entry level one, a specialist role is the stepping stone for future career advancement.

Extraordinary starts here, extraordinary starts with you. If you are ready for this challenge, then we are ready for you.

Company is an equal opportunity employer and offers comprehensive and competitive benefits for all its employees.