Customer Service Representative

About the role

The Customer Service Representative will manage visa applications, respond to applicant queries, and ensure accurate data handling throughout the process. This position requires close interaction with applicants, travel agents, and mission officials while maintaining high service standards.

Key responsibilities

• Scrutinize documents, collect visa applications, and ensure zero‑error data entry.
• Handle applicant queries via phone, email, or in person and provide guidance on visa regulations and fees.
• Conduct biometric enrollment, manage passport logistics, and oversee cash/bank transactions as assigned.
• Monitor service level agreements, data‑purging policies, and internal error targets.
• Support sales of Value‑Added Services by communicating available options to applicants.

Required profile

• Minimum High School Diploma; graduate or equivalent preferred.
• 1–2 years of experience in Travel & Tourism or a service‑oriented industry.
• Strong customer orientation, adaptability, and ability to handle complaints.
• Fluency in the local language and English; additional language is a plus.
• Behavioural competencies such as entrepreneurship, teamwork, and results delivery.

Required skills

• Proficiency in Microsoft Office (MS Office).
• Good typing speed.