Customer Service Process Analyst

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

About us:

At iVisa we believe that traveling should be simple. That’s why over 1 million travelers have chosen us to facilitate their passports, visas, and other travel documents. We are the easiest, fastest, and simplest solution in the market. Our company is growing 80% year on year. We know our biggest strength is our people and we’re looking for the right new team members to help propel our culture and achieve our goals. Above all else, we always have fun!

You will be responsible for the creation and continuous improvement of processes within the Customer Service Excellence area, ensuring that agents have clear and effective guidelines to handle the various situations they face daily with customers. This role requires assertive communication skills and the ability to negotiate with key stakeholders, fostering the collaboration needed for the development and optimization of processes. Additionally, this role will be responsible for measuring the quality and efficiency of implemented processes, ensuring they are effective and meet organizational standards.

Why iVisa?

• Collaborative, friendly, and diverse culture: We foster an inclusive and vibrant atmosphere, featuring a dynamic and international environment with flat hierarchies and exceptionally amiable colleagues.
• Work from anywhere: We embrace a remote-first approach, yet we offer the opportunity for periodic in-person gatherings.
• Mental wellness sessions: Our sessions are led by certified psychologists to support your mental health.
• Training Allowance: Access an outstanding learning platform to facilitate your professional growth.
• Extended Family Leave policy: Our policy covers all birthing parents, non-birthing parents, and adopting parents.
• Thrive in a highly tech-savvy company equipped with cutting-edge tools and the power to make a substantial impact.
• Join us in our commitment to the planet and sustainability: For every iViser, we plant one tree, allowing you to contribute to our environmental initiatives.
• Rest and Relaxation: We offer PTO for all employees and Unlimited PTO for managers and above.

As a Customer Service Process Analyst, you'll be responsible for:

• Creation of processes within the CS Excellence area focused on the customer satisfaction in all customer service interactions.
• Ask for feedback and negotiate with stakeholders to have everyone agree before launching a process
• Continuous improvement of processes working with different areas to collect the feedback needed.
• Use of data and information to take actions plans which allows us to improve our internal workflows
• Participate in projects in the area that involve the role
• Review the Process Book and ask for feedback constantly to keep it updated

What will make us choose you?

• Passionate about customers and providing extraordinary experiences.
• Empathetic, with good communication and teamwork skills.
• Attention to detail and precision and Proactivity.
• Knowledge of G-Suite: Sheets, Docs, Slides, Forms.
• Open to taking on new challenges and working in an environment of constant change due to accelerated growth.
• Want to be a fundamental part of building the team and the bases for the iVisa experience

iVisa ensures equal employment opportunity to all employees and applicants without discrimination or harassment based on race, religious creed, color, age, sex, sexual orientation, gender identity, national origin, marital status, or medical condition.