* This role requires you to speak fluent Spanish and work night shifts.
Job Summary: The Travel Authorization Customer Service Representative (TACSR) will communicate with residents of multiple countries regarding international travel requirements. TACSRs will review traveller documentation, such as COVID-19 tests and vaccination status, in order to determine if the traveller can be approved to travel to international destinations.
Essential Job Duties:
* Review travel documentation, such as COVID-19 tests and vaccination status, and make decisions to determine if the traveler meets defined requirements to approve travel
* Answer incoming contacts, such as phone calls, web chat, and email
* Make outbound contact with travelers to follow-up on open questions and issues
* Handles questions regarding international travel requirements related to COVID-19 and assists with basic troubleshooting for a phone app
* Transfer/refer customers to appropriate entities according to the established guidelines
* Escalate calls or issues to the appropriate designated staff for resolution as needed
* Perform co-browse interactions with consumers seeking assistance with the application process, as necessary
* Respond to all inquiries consistent with confidentiality and privacy policies and refers callers to alternate sources when appropriate
* Track and document all inquiries using the applicable systems
* Facilitate translation services for non-English speaking callers according to procedures
* Attends meetings and trainings as requested and maintains up-to-date knowledge of all programs and systems
* Meet Quality Assurance (QA) and other key performance metrics
* Responsible for adhering to established safety standards
* Perform other duties as assigned by management
Education and Experience Requirements:
* High School Diploma or GED required (Leaving Certificate acquired)
* 2 years of experience in call centre environment (computers, phone systems, headsets)
* Strong data entry, telephone skills, and written communication skills
* Highly organized and detailed oriented with proven ability to multi-task
* Excellent interpersonal, written, and verbal communication skills
* Ability to perform comfortably in a fast-paced work environment
* Ability to successfully execute many complex tasks simultaneously
* Ability to work as a team member, as well as independently
Other Requirements:
* Must be able to work alternate schedules
* Project Hours of Operation are Monday to Sunday 24/7 operations
* Bilingual and overnight shift differential available
Physical Requirements:
* Must be able to remain in a stationary position for an extended period of time
* Occasionally lifts, carries, or otherwise moves items weighing up to 25 pounds
* Work is constantly performed in an office environment
IRC is acting as an Employment Agency in relation to this vacancy.
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