Customer Experience Representative

Role Overview

Key Responsibilities

• Act as the first point of contact for customers, ensuring that all required visa documents align with the respective mission checklist and informing applicants of any missing items.
• Strictly adhere to the visa application submission process as per the VAF (Visa Application Form) and training guidelines.
• Contribute to achieving and exceeding business revenue targets.
• Ensure completion of all assigned trainings for both self and team members.
• Organize, arrange, and complete documents according to the mission’s checklist requirements.
• Promote and upsell Value Added Services (VAS).
• Verify that correct barcodes are properly affixed to passports and related documents.
• Clearly communicate visa fees, service charges, and VAS charges payable in PKR or other accepted currencies.
• Guide applicants through the complete service flow (e.g., form filling, document verification, biometrics).
• Submit Submission Officer (SO) tally reports to the Quality Check (QC) team in a timely manner.
• Ensure vignette room staff process and paste incoming shipments on the same day while maintaining service standards.
• Maintain zero safety incidents within operations.
• Ensure applications are submitted within the defined turnaround time (TAT).
• Maintain complete accuracy in data entry and documentation without errors.
• Deliver high levels of customer satisfaction.
• Ensure all operations comply with established policies and procedures.

Biometrics Executive Responsibilities

• Provide professional and courteous customer service by promptly greeting and assisting applicants.
• Verify applicant identity against passport details to prevent impersonation.
• Confirm that fees have been paid and validate the cashier’s stamp on the ICR (Income cum Receipt) slip.
• Stamp “Biometrics Done” on the ICR and provide a copy to the applicant.

Quality Check and Back-End Executive Responsibilities

• Manage live backend operations including quality checks, data entry, QC verification, scanning, uploading, and CD burning.
• Collect applications from biometric booths on an hourly basis.
• Review applications against mission checklists, ensuring required documents are attached and unnecessary ones are not included.
• Verify that documents are properly arranged according to mission requirements.
• Follow all mission-specific backend procedures accurately.
• Ensure all documents are scanned completely and correctly as per guidelines.

Indicative KRAs / Budgetary and Revenue Responsibilities

• Meet productivity targets as defined in team KPIs.
• Achieve customer satisfaction goals and minimize complaints as per KPI standards.
• Maintain adherence to turnaround time (TAT) targets.
• Complete assigned WB projects successfully.
• Attend and complete all training programs scheduled by HR.
• Monitor and reduce errors by maintaining an error log.
• Update and track productivity and VAS conversion metrics daily.
• Achieve all assigned KPI targets consistently.
• Ensure required customer surveys are completed and targets are met.

Key Interactions Within & Outside Gerry's Visa

• Applicants
• Head of Operations
• Vendors
• Regional Manager
• Internal Gerry’s Visa Employees
• IT & HR Department
• Logistics Team
• VFS Global
• Auditors

Competencies / Personal AttributesOrganizational Competencies

• Quality and Service Orientation
• Teamwork and Collaboration
• Diversity Sensitivity
• Personal and Professional Development
• Result-Oriented Approach
• Communication Skills
• Networking
• Leadership

Functional Competencies

• Strong English communication skills (verbal and written)
• People management abilities
• Problem-solving and multitasking skills
• Self-motivated and self-driven attitude
• Effective time management

Experience & Skills

• Prior experience in customer service is preferred
• Basic computer knowledge
• Proficiency in MS Office with good typing speed
• Ability to handle customer queries and complaints effectively
• Knowledge of the local language
• Capability to improve processes and enhance productivity and cost efficiency

Education & Qualifications

• Minimum: Currently pursuing graduation
• Preferred: Graduate or equivalent qualification

Location: Gerrys Saudi Visa Crystal Mall Bosan Road Near Usmanabad Colony Multan

Work Location: In person