Customer Services Officer

Hidden Firm

About Job

We are looking for a customer-focused and detail-oriented Customer Service Officer to support front-office and back-office operations of the Visa Application Centre (VAC) while ensuring service excellence, operational accuracy, and compliance with organizational standards.

This role will be responsible for handling visa applications, applicant interactions, biometric enrollment, data processing, and operational support while ensuring compliance with Service Level Agreements (SLAs), information security standards, and Embassy requirements.

Qualifications

• Minimum High School Diploma required; Bachelor’s degree preferred,
• 1–2 years of professional experience preferably inTravel, Tourism, Visa Services, Customer Service, Hospitality, or Service Industry,
• Experience in handling customer interactions and operational processes,
• Strong customer service orientation and communication skills,
• Ability to manage customer queries, complaints, and high-volume applicant flow professionally,
• Good understanding of operational procedures and process compliance,
• Strong attention to detail and accuracy in documentation and data entry,
• Proficiency in Microsoft Office applications and good typing speed,
• Ability to work effectively in fast-paced and customer-focused environments,
• Ability to maintain confidentiality and handle sensitive applicant information securely,
• Fluency in English is required; additional foreign language skills are considered an advantage.

Job Description

• Scrutinize and process visa application documents accurately and efficiently,
• Handle applicant queries through face-to-face interaction, email, and telephone communication,
• Support biometric enrollment processes while ensuring compliance with mission standards,
• Perform accurate and timely data entry with strict adherence to process accuracy requirements,
• Ensure compliance with Service Level Agreements (SLAs), SOPs, and operational procedures,
• Manage applicant flow effectively, especially during peak operational hours,
• Support passport handling, logistics coordination, and document dispatch processes,
• Maintain updated knowledge of visa regulations, documentation requirements, and applicable fees,
• Assist in promoting and explaining value-added services to applicants,
• Ensure adherence to information security, data protection, and confidentiality standards,
• Monitor turnaround times, operational targets, and service quality metrics,
• Support complaint handling, incident reporting, and process monitoring activities,
• Participate in operational trainings, process certifications, and continuous improvement initiatives,
• Contribute ideas and best practices to improve productivity, customer satisfaction, and operational efficiency,
• Promote a customer-focused and performance-driven culture aligned with organizational standards.

What We Offer

• Opportunity to work in a dynamic and international operational environment,
• Exposure to customer-focused visa and operational service delivery,
• Career growth and professional development opportunities,
• Collaborative, performance-oriented, and people-focused working culture.

If you believe your experience aligns with this opportunity, we would be pleased to receive your application.