Customer Service Specialist

Position Overview 

The Customer Support Specialist position handles all aspects of customer service in the contact team and is responsible for providing accurate information about visa and passport requirements, processing, and delivery to customers both on the phone and in written e-mail communications. The Customer Support Specialist will be required to exhibit extreme flexibility in understanding the nuances of each call type. The ideal candidate is ready to provide exceptional customer service.

Duties and Responsibilities: 

• Provide professional, courteous, and timely service to clients and internal teams, ensuring responses meet SLA and quality standards.
• Handle customer inquiries via phone and email, offering clear guidance, updates, and effective resolutions.
• Prepare and send documents, order forms, and instructions, ensuring accurate and secure handling.
• Maintain accurate system records and provide concise updates on all active files using available technology.
• Follow organizational standards, policies, service best practices, and security protocols.
• Collaborate across departments, assist colleagues when needed, and uphold professional standards of conduct.
• Stay informed on business changes and maintain current knowledge of products, services, and KPIs to support consistent service delivery.
• Adapt to shifting business needs while actively contributing to team goals and continuous improvement.
• Conduct research on visa requirements and other relevant topics to support client needs.

Education and Qualifications 

• Graduate level degree or equivalent
• Experience working in a Customer Service, Call Center, Travel, Hospitality, or Embassy/Consulate relations in plus
• Fluency in written and spoken English language
• Computer literate with excellent writing and email skills
• Excellent attention to detail; ability to review and correct own work and quality check documents with speed and accuracy
• Data entry/typing skills must include accuracy and speed
• High level of concentration and patience; ability to remain focused and on task
• Commitment to working with clients in order to deliver the highest level of customer service
• Problem-solving mindset
• Results oriented and operates with a strong level of accountability
• Ability to organise and prioritise tasks under tight deadlines
• Candidate should be able to work in a high-pressure role with changing demands based on business requirements

Compensation & Benefits:

• Expected starting monthly net salary: EUR 800 net
• Periodic compensation reviews based on performance, development, market conditions, and business needs
• Hybrid work model
• 23 days of annual leave annually, plus Serbian public holidays
• Private health, life, and accident insurance
• FitPass membership
• Employee referral bonus program
• Employee recognition program (Above and Beyond)
• Learning, development, and career growth opportunities within an international environment
• Complimentary office refreshments, coffee, and seasonal fruit

About Us

CIBT is a leading global provider of immigration and visa services for corporations and individuals, operating in 25 countries worldwide. With more than 30 years of experience, CIBT is the trusted service provider to many of the world’s leading companies, including a majority of the Fortune 500.

CIBT delivers a comprehensive suite of services through two primary brands: Newland Chase, a wholly owned subsidiary specializing in global immigration strategy and advisory services for corporate clients worldwide, and CIBTvisas, a market leader in business and travel visa services for both corporate and individual clients.

Through its global expertise and extensive network, CIBT helps organizations and travelers navigate complex travel and immigration requirements in a fast, convenient, and secure manner.

Equal Employment Opportunity

CIBT is committed to building a diverse, equitable, and inclusive workplace where all employees and applicants are treated with respect and dignity. We provide equal employment opportunities to all qualified applicants and employees without regard to race, color, ethnicity, national origin, religion or belief, sex, gender, gender identity or expression, sexual orientation, age, disability, medical condition, marital or family status, veteran status, genetic information, or any other characteristic protected by applicable local law.

CIBT is committed to providing reasonable accommodations throughout the recruitment and employment process for individuals with disabilities or other accessibility needs. If you require assistance or an accommodation, please contact us at [email protected].