Application Facilitator – Customer Service Operations

Job Title: Application Facilitator – Customer Service Operations

Location: United Arab Emirates
Job Type: Full-Time
Industry: Travel Services / Documentation Services / Customer Service Operations

About the Role

We are looking for Application Facilitators to support customers visiting our service centres across the UAE. The role involves receiving, verifying, and processing applications while ensuring high service standards, accuracy, and compliance with established procedures.

This is a customer-facing role requiring strong communication skills, attention to detail, and the ability to handle documents and data entry with precision.

Key Responsibilities

• Welcome and guide customers through the application submission process.
• Receive, verify, and process customer documents and applications accurately.
• Ensure all required documents are complete and comply with service requirements.
• Enter customer information into the system with a high level of accuracy.
• Manage queues and ensure smooth customer flow within the centre.
• Provide clear and professional information to customers regarding procedures, timelines, and requirements.
• Handle customer inquiries, concerns, and escalations professionally.
• Maintain compliance with SOPs, service standards, and regulatory requirements.
• Coordinate with internal teams (operations, quality, and support functions) to resolve issues.
• Ensure proper handling of confidential documents and follow data-security protocols.
• Support value-added services (VAS) where applicable.
• Maintain cleanliness, grooming standards, and a professional appearance.
• Contribute to continuous improvement of processes and overall customer experience.

Key Performance Indicators (KPIs)

• Accuracy of data entry and document checks
• Customer satisfaction and low complaint ratio
• Adherence to TAT and service standards
• Error-free processing and reduced rework
• Professional conduct and customer-handling quality
• Compliance with SOPs and operational guidelines
• VAS conversion targets (if applicable)

Qualifications & Experience

• Education:
• Minimum: High School Certificate
• Preferred: Diploma or Bachelor’s Degree
• Experience:
• Prior experience in customer service, hospitality, or service-centre environments is an advantage
• Experience in document handling, data entry, or front-office operations preferred
• Skills:
• Strong communication and customer-service skills
• Basic computer proficiency (MS Office, data entry)
• Attention to detail and accuracy
• Ability to work under pressure and in high-footfall environments
• Professional grooming and presentation

Additional Requirements

• Willingness to work in shifts, weekends, and peak periods as needed
• Understanding of documentation or travel-services processes is a plus

Job Type: Full-time

Experience:

• customer service, hospitality, or service-centre: 1 year (Required)
• document handling, data entry, or front-office operations: 1 year (Required)

Language:

• Hindi (Required)