Qualifications:
· University graduate (or equivalent)
Experiences:
· Experience of work with documents or customer service is an advantage.
· Working within a Visa Application Center or Public Sector is an advantage.
Skills and abilities:
· English level – upper intermediate and above (speaking/reading/writing) is required; other foreign language is a plus.
· Experienced MS Office user.
· Detail oriented, initiative, open mind.
· Good communication skill, active listener, patient to customers.
· Fast learner, ability to work under pressure.
· Strong team player;
Responsibilities:
· Handle day-today Visa Applications in compliance with Standard Operations Procedures.
· Works at the welcome desk.
· Consult applicants during self-service registration, payment and queuing processes.
· Accepts and checks the documents.
· Accepts payment of fees and additional services.
· Accepts biometric data of the applicants.
· Controls quality of submitted documents.
· Transfers and receives documents to / from the visa sections of clients.
· Returns documents to the applicant.
· Organizes and provides Apply Anywhere service.
· Provides services for completing visa application forms.
· Processes data at the visa sections of clients.
· Follow an established and defined filing and administration process, guided by a computer-based system.
· Ensure engagement with applicants provides a first-class service, and positive customer experience.
· Flag to VAC Management applications that may give rise to concern.
· Handle customer complaints an assertively, and efficiently.
· Handle problem customers assertively and diplomatically.
· Support the provision of healthy and safe working environment through good personal and team practices.
· Support VAC initiatives to support the ongoing improvement of business performance.
· Support colleagues to develop and implement continuous improvement initiatives.
· Support colleagues through advice and mentoring, and promoting best practice, sharing information and encouraging team spirit.
· Ensure cleanliness and order at the workplace in accordance with internal regulations of the company.
· Maintain strict confidentiality of technological, financial, commercial and other information received in connection with the performance of his / her duties, and takes all possible measures to protect the information received from disclosure.
· Attend all staff meetings, mandatory trainings conducted by the Employer, participates in asset inventories and other activities that are mandatory for employees, as decided by the management.
· Travel up on request for the other locations to provide customer service.
KPIs for the Role:
· Meet/exceed agreed customer service metrics.
· Meet/exceed agreed Visa Application handling metrics.
· Continuous performance improvement against a dashboard of VAC and personal performance standard.
Job Type: Full-time
Schedule:
- Monday to Friday
Education:
- Bachelor's (Preferred)
Experience:
- Customer Service Representative: 1 year (Preferred)
Language:
- English (Preferred)
Application Deadline: 06/30/2025
Expected Start Date: 07/28/2025
