Visa Consultant – Customer Service & Processing

About the role

We are seeking a Visa Consultant based in Hong Kong to coordinate visa, passport, and related services for a diverse client base that includes multinational corporations, government agencies, travel and leisure companies, and individual travelers. The role requires professionalism, expert advice, and responsive support to ensure travel documents are obtained efficiently.

Key responsibilities

• Provide expert phone and email support, assisting customers in completing visa, passport, and related application forms.
• Process documents accurately and timely, ensuring compliance with all requirements.
• Deliver current, accurate information on visa and passport requirements, processing times, and delivery options.
• Maintain real‑time communication with customers throughout the application process.
• Meet or exceed Service Level Agreement (SLA) standards while handling a high volume of inquiries.
• Collaborate with internal CIBT teams (Processing, Dispatch, Liaison) to ensure seamless service delivery.
• Build and expand a dedicated customer base, promoting value‑added products and solutions.
• Document all client interactions in CIBT’s secure database, adhering to data integrity and retention policies.
• Stay updated on product enhancements, system updates, and regulatory changes.
• Uphold strict confidentiality and compliance with legal and company policies.

Required profile

• Bachelor’s degree (or Associate’s degree with two years of relevant experience).
• 1‑3 years of experience, preferably in travel, hospitality, or embassy/consulate relations.
• Fluency in written and spoken English.
• Exceptional communication and interpersonal abilities.
• Strong client‑service orientation with attention to detail.

Required skills

• Proficiency with computer software and ability to learn new programs quickly.