Processing and Customer Support Officer

Job Summary

The Processing & Customer Support Officer is responsible for delivering excellent customer service while managing visa application processing and daily administrative operations. This role serves as the primary point of contact for clients and ensures accurate documentation, smooth coordination, and strict confidentiality of sensitive immigration information.

Key Responsibilities Customer Support Duties:

• Welcome clients professionally and respond to inquiries via phone, email, WhatsApp, and in person
• Provide accurate guidance regarding visa consultation services, requirements, and procedures
• Schedule, confirm, and manage client appointments efficiently
• Follow up with clients regarding required documentation, payments, and application status
• Address client concerns or complaints politely and professionally
• Maintain strict confidentiality of client personal and immigration-related information

Processing Duties:

• Collect, review, and verify client documents for completeness and accuracy
• Prepare and complete visa application forms in accordance with embassy/immigration requirements
• Ensure all files are properly compiled before submission
• Coordinate with consultants regarding case updates and missing documentation
• Track applications and maintain updated status records
• Ensure compliance with embassy guidelines and company policies

Administrative Responsibilities:

• Maintain and organize client records, files, and documentation
• Perform data entry, prepare basic reports, and draft correspondence
• Support consultants with case-related administrative tasks
• Monitor office supplies and assist in daily office operations
• Coordinate with internal departments to ensure smooth workflow
• Ensure compliance with company policies and procedures

Qualifications & Requirements

• Bachelor’s degree (required)
• 1–3 years of experience in customer service, administration, or visa/immigration consultancy preferred
• Good fluency in English (spoken and written) is mandatory
• Strong interpersonal and communication skills
• Detail-oriented with strong documentation and organizational skills
• Disciplined, punctual, and professional in appearance and conduct
• Basic computer proficiency (MS Office; CRM knowledge preferred)
• Ability to multitask and work effectively under pressure

Job Type: Full-time

Work Location: In person