Customer Service Representative

Roles and ResponsibilitiesScrutinize documents and collect visa applications accurately and efficiently.Handle customer/applicant queries personally or via email and telephone.Handle cash and bank-related transactions as assigned.Record and maintain all application data. Ensure accurate and timely data entry with zero errors. Ensure the data purging policy is adhered to and conduct random checks to ensure no PII data is present.Maintain up-to-date information on visa regulations and fees through training and information provided by VAC Managers.Follow fundamental checks during visa processing.Conduct applicant biometric enrollment and ensure compliance with Mission standards.Manage applicant flow, especially during peak hours.Ensure administration and logistics of passport delivery to consulates, applicants and logistics companies are carried out as per process.Ensure compliance with Service Level Agreements and VAS Services' Information Security Policy.Ensure compliance with standard operating procedures without deviation.Assist the team and manager in driving sales of Value Added Services by effectively communicating available services to applicants.Ensure the entire process is completed within the mandated Turnaround Time.Ensure no penalties are incurred and monitor, track and maintain internal errors against targets prescribed in the Team Objective Tracker.Maintain and improve customer and Mission satisfaction by enhancing procedures and continuously innovating methods to increase productivity and cost effectiveness.Think out of the box and contribute ideas and best practices.Assist the Reporting Manager by attending all trainings and participating in Process Monitoring for Internal Process Certifications.Assist the Reporting Manager in managing physical and data security, including PII data, at the Application Centre and ensure effective controls are in place to prevent physical/data security breaches.Assist the Deputy Manager / Operations Manager in achieving continuous improvement.Ensure judicious use of all natural and company resources.Adhere to and promote the Environment, Health and Safety policies, objectives and guidelines of the organization.Indicative KRA's Productivity – Targets as prescribed in the Team Objective Tracker.Applicant satisfaction – Zero complaints and targets as prescribed.Timely and accurate data entry.Timely reporting and pre-authorized absenteeism only.Attendance and participation in all scheduled training programs.Adherence to TAT.Customer and Mission feedback targets.Ensure adequate surveys are completed, with a minimum of 5% of application counts.Immediate reporting of incidents to the Reporting Manager and Country Manager.Zero incidents relating to process integrity, loss of passports and staff integrity.Conformance to internal audit requirements for assigned trackers/processes.Assist with effective Process Monitoring and Internal Process Certifications.Monitor and reduce daily errors while maintaining the Error Log.Update Productivity and VAS Conversion Grid and assist DM/OM in tracking performance daily, weekly and monthly.Key InteractionsExternalTravel AgentsApplicantsRepresentativesMission Officials, where relevantQualification & Experience RequirementEducationMinimum: High School Diploma / Pursuing Graduation with a minimum of 12 years of formal education.Additional: Graduate or global equivalent.Experience1–2 years of experience, preferably in Travel & Tourism or the Service Industry.Knowledge & Key SkillsProficiency in MS Office and good typing speed.Adaptability and presence of mind to handle customer queries and complaints.Strong customer orientation.Ability to innovate and enhance procedures and methods to increase productivity and cost effectiveness.Competencies / Personal AttributesBehavioural CompetenciesEntrepreneurshipQuality & Service OrientationTeamwork & CollaborationDiversity SensitivityPersonal & Professional DevelopmentDelivering ResultsCommunicationCustomer Service OrientationFunctional CompetenciesVAC Operations ManagementAdditional RequirementsAbility to read, write and speak fluently in the local language.Ability to read, write and speak fluently in English.Knowledge of an additional international language would be helpful.