Description

We're growing! Don't miss the opportunity to be a part of our global team as our Customer Service Agent.

At iVisa, we believe that traveling should be simple. With over one million travelers choosing us for their passports, visas, and other travel documents, we've become the easiest, fastest, and simplest solution on the market. Our company is growing at 80% year-on-year, and we recognize that our biggest strength is our people. The ideal candidate will be a subject matter expert in one of iVisa’s products and the field of international travel, providing answers and proactively assisting customers with their travel documents.

Why iVisa?

• Collaborative Culture: We foster an inclusive and vibrant atmosphere with a diverse, international team and flat hierarchies.
• Truly Remote-First: You can work from anywhere. We even encourage global travel.
• Training Allowance: You'll have access to an outstanding learning platform to facilitate your professional growth.
• Extended Family Leave: Our policy covers all birthing parents, non-birthing parents, and adopting parents.
• Tech-Savvy Environment: Thrive in a company equipped with cutting-edge tools and the power to make a substantial impact.
• Commitment to Sustainability: For every employee, we plant one tree to contribute to our environmental initiatives.
• Rest and Relaxation: We offer flexible Paid Time Off (PTO) for all employees.

As a Customer Service Agent, You'll Be Responsible For:

• Delivering exceptional, clear, and empathetic support via Intercom (chat/email) and occasional phone calls while consistently meeting KPIs.
• Proactively enhancing customer satisfaction in every interaction.
• Efficiently resolving customer inquiries (basic to complex) across various communication channels.
• Championing customer needs by identifying trends, suggesting improvements, and providing feedback on products, processes, and the overall experience.
• Collaborating effectively within a supportive team.
• Going beyond standard responses by analyzing individual customer needs and providing tailored solutions and recommendations.

What Will Make Us Choose You?

• 1+ years of experience in bilingual customer service.
• Strong enthusiasm for exceeding customer expectations and a proactive drive to learn.
• Fluency in English (both written and spoken) with excellent communication skills, including clear articulation, active listening, and empathy.
• A proactive, empowered, and energetic approach with a desire to challenge and improve current practices.
• Proficiency in computer skills and navigating multiple systems.
• A reliable high-speed internet connection for consistent performance.

Nice to Have

• Previous experience or knowledge in travel services or travel documentation processing.

Skills and competencies show up in different forms and can be based on different experiences, so we strongly encourage you to apply even if you don't have all the requirements listed above.