Customer Service Officer

Job Description – Counter Staff
Designation: Customer Service Officer
Department: Operations
Reporting to: Manager Customer Service Excellence

Job Purpose
To provide exceptional customer service to customers visiting the service centers for travel services. The role requires accurate document handling, data entry, queue management, and strict adherence to quality, compliance and operational standards.

Roles and Responsibilities
- Receive, verify, and process service customer applications.
- Guide customers on required documents, process steps, and service fees.
- Manage queue handling, token issuance, and customer flow during peak hours.
- Perform accurate and timely data entry with zero-error standards.
- Assist with biometric enrollment as required
- Support applicants with form filling and digital submissions when required.
- Ensure strict compliance with PII data protection and security standards.
- Assist with cash handling, receipts, and daily reconciliation.
- Coordinate with logistics teams according to SOP.
- Ensure compliance with service-level requirements, and client guidelines.
- Cross-sell and promote Value Added Services (where applicable).
- Maintain customer satisfaction through professional behaviour and issue resolution.
- Participate in all required operational and security trainings.
- Assist Centre Management in maintaining audit compliance and internal process accuracy.

Qualifications & Experience

• Minimum: High School Diploma
• Preferred: Graduate Degree
• 1–2 years experience in customer service, visa centers, Amer, Tasheel, typing centres, or similar service industry roles.

Skills & Key Competencies
- Strong customer service and communication skills.
- Ability to handle high applicant volume professionally.
- Attention to detail and accuracy in data entry.
- Basic proficiency in MS Office and typing.
- Understanding of UAE visa/passport procedures is an advantage.
- Ability to work in multicultural and high-pressure environments.

Additional Requirements

• service-centre experience preferred.
• Must maintain mission compliance and ICAC service standards.

Requirements:

• Minimum: High School Diploma
• Preferred: Graduate Degree
• 1–2 years experience in customer service, visa centers, Amer, Tasheel, typing centres, or similar service industry roles.

- Strong customer service and communication skills.
- Ability to handle high applicant volume professionally.
- Attention to detail and accuracy in data entry.
- Basic proficiency in MS Office and typing.
- Understanding of visa/passport procedures is an advantage.
- Ability to work in multicultural and high-pressure environments.

Job Type: Full-time

Experience:

• customer service : 1 year (Required)
• typing centres, or similar service industry roles: 1 year (Required)

Language:

• Hindi (Required)