Customer Service Representative (Visa Services)

About the role

The Customer Service Representative will be the primary point of contact for visa applicants, handling inquiries, processing applications, and ensuring a smooth and compliant experience. This role combines front‑line customer interaction with meticulous data management and adherence to security and service standards.

Key responsibilities

• Scrutinize documents and collect visa applications accurately and efficiently.
• Respond to applicant queries via phone, email, or in person.
• Handle cash and bank‑related transactions as assigned.
• Record, maintain, and verify all application data with zero errors.
• Ensure compliance with data‑purging policies and conduct random checks for PII protection.
• Stay updated on visa regulations and fees through provided training.
• Conduct biometric enrollment and follow mission standards.
• Manage applicant flow, especially during peak periods.
• Oversee passport delivery logistics to consulates, applicants, and logistics partners.
• Adhere to Service Level Agreements, information security policies, and SOPs.
• Promote value‑added services to applicants and support sales targets.
• Monitor turnaround times, error rates, and internal targets.
• Participate in training, process monitoring, and internal certifications.
• Assist in physical and data security management at the application centre.
• Support continuous improvement initiatives and environmental, health, and safety policies.

Required profile

• Strong attention to detail and accuracy in data entry.
• Excellent communication skills for handling applicant inquiries.
• Ability to work under pressure during high‑volume periods.
• Commitment to compliance, security, and confidentiality standards.
• Proactive attitude toward process improvement and innovation.

Required skills