Operations Agent

About the Role

TLScontact is seeking to hire Operations Agents in Nairobi, Kenya. This role involves managing client interactions and ensuring the smooth processing of visa applications.

Responsibilities

• Attend to clients at designated stations, including managing pass-back and biometric processes.
• Verify that applicants submit all necessary documentation as per the checklist.
• Escalate unresolved applicant grievances to the appropriate supervisor.
• Communicate with applicants via phone or in person to provide information regarding visa applications.
• Address and resolve applicant service issues and grievances.
• Prepare and submit reports as required.
• Examine all relevant information and documents submitted by applicants.
• Accurately and promptly enter all application data into the system with a focus on zero errors.
• Maintain an organized and clean workstation.
• Ensure order among applicants on the floor, directing them to the next available station.
• Contribute to a safe and healthy working environment through positive interpersonal and team practices.
• Ensure the entire visa application process is completed within the specified turnaround time.
• Undertake any other duties assigned by the Line Manager.

Requirements

• Possession of a BSc, BA, or KNQA qualification.
• A minimum of one year of experience in customer service.
• Exceptional oral and written communication abilities, along with strong interpersonal skills.
• Capacity to collaborate effectively with staff across all organizational levels.
• Ability to work both independently and as part of a team to meet objectives.
• Skill in establishing and nurturing positive working relationships.

Additional Information

Please review our privacy notice for candidates: https://static.tlscontact.com/media/global/privacy_notice_candidates_-_gdpr.pdf