Customer Service Representative

Reporting to: Supervisor/Centre Manager/Operations Manager

Responsibilities:

• Handle day-today Visa Applications in compliance with Standard Operations Procedures

        o    Works at the welcome desk;

        o    Consult applicants during self-service registration, payment and queuing processes;

        o    Accepts and checks the documents;

        o    Accepts payment of fees and additional services;

        o    Accepts biometric data of the applicants;

        o    Controls quality of submitted documents;

        o    Transfers and receives documents to / from the visa sections of clients;

        o    Returns documents to the applicant;

        o    Organizes and provides Apply Anywhere service;

        o    Provides services for completing visa application forms;

        o    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.

Requirements:

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

To apply: https://hr.tlscontact.com/recruitmentApply/614/view

• Monthly performance bonus
• Monthly company activities
• 13th month salary
• PVI commercial insurance