Customer Service Executive(Visa operation center)

Job Description

Department: Operations

Reports To: Operations Manager / Deputy Manager

Location: Varies depending on region

Company Description

SOLID FUTURE HR Consulting provides recruitment, headhunting, and outsourcing services. We help businesses hire the right talent and improve workforce performance.

Job purpose

To provide high-quality customer support for visa and travel-related services by assisting applicants, handling documentation, processing biometric enrollment, and ensuring smooth front-office and back-office operations while maintaining accuracy, compliance, and service excellence.

Responsibilities

• Assist customers with visa application procedures, appointment scheduling, and travel-related queries

• Handle front-office customer service operations with professionalism and accuracy

• Perform document verification, application quality checks, and data entry tasks

• Collect biometric data including fingerprints and photographs following security and embassy guidelines

• Guide applicants through biometric and documentation processes

• Ensure secure handling and storage of passports, documents, and applicant information

• Maintain turnaround time standards while ensuring accuracy and compliance

• Coordinate with internal departments, courier teams, and external stakeholders when required

• Operate biometric systems and maintain equipment functionality

• Ensure compliance with operational SOPs, data privacy, and security protocols

• Support reporting, administrative tasks, and operational improvements

Qualifications

• Minimum High School Diploma or equivalent

• Graduate degree preferred

• Experience in customer service, visa processing, travel management, hospitality, or back-office operations preferred

• Prior experience in biometric enrollment or visa application centers preferred

• Good knowledge of documentation and customer handling processes

• Strong communication skills in English and local language

• Knowledge of additional international language is an advantage

• Good typing speed and MS Office skills

Experience

• 2 to 5 years experience in customer service, travel management, visa processing, or related operations

• Experience handling customers in fast-paced operational environments

• Experience in document handling, verification, and data accuracy

• Strong understanding of service quality and customer satisfaction

Skills

• Customer service orientation

• Attention to detail

• Communication skills

• Time management

• Data accuracy and confidentiality

• Team collaboration

• Ability to work under pressure

• Process compliance and operational discipline