Customer Service Representative
Position Circumstances
- Career Category: Customer Service/Support, Communications
- Schedule:Full-time
- Salary: Negotiable
The position is for French Speaker
Reporting to: Supervisor/ Centre Manager
KPIs for the Role:
- Meet/exceed agreed customer service metrics.
- Meet/exceed agreed Visa Application handling metrics.
- Continuous performance improvement against a dashboard of VAC and personal performance standard.
Duties & Responsibilities:
- Handle day-today Visa Applications in compliance with Standard Operations Procedures.
- Works at the welcome desk.
- Consult applicants during self-service registration, payment and queuing processes.
- Accepts and checks the documents.
- Accepts payment of fees and additional services.
- Accepts biometric data of the applicants.
- Controls quality of submitted documents.
- Transfers and receives documents to / from the visa sections of clients.
- Returns documents to the applicant.
- Organizes and provides Apply Anywhere service.
- Provides services for completing visa application forms.
- Processes data at the visa sections of clients.
- Follow an established and defined filing and administration process, guided by a computer- based system.
- Ensure engagement with applicants provides a first-class service, and positive customer experience.
- Flag to VAC Management applications that may give rise to concern.
- Handle customer complaints an assertively, and efficiently.
- Handle problem customers assertively and diplomatically.
- Support the provision of healthy and safe working environment through good personal and team practices.
- Support VAC initiatives to support the ongoing improvement of business performance.
- Support colleagues to develop and implement continuous improvement initiatives.
- Support colleagues through advice and mentoring, and promoting best practice, sharing information and encouraging team spirit.
- Ensure cleanliness and order at the workplace in accordance with internal regulations of the company.
- Maintain strict confidentiality of technological, financial, commercial and other information received in connection with the performance of his / her duties and takes all possible measures to protect the information received from disclosure.
- Attend all staff meetings, mandatory trainings conducted by the Employer, participates in asset inventories and other activities that are mandatory for employees, as decided by the management.
- Travel up on request for the other locations to provide customer service
Expected Profile of Candidates
Languages:
- French - Fluent is required
Qualifications:
- Bachelor's Degree
Skills & Knowledge:
General & Technical Skills
- Experience of work with documents or customer service is an advantage.
- Working within a Visa Application Center or Public Sector is an advantage.
- French level – upper intermediate and above (speaking/reading/writing) is required; other foreign language is a plus.
- Experienced MS Office user.
Soft Skills
- Detail oriented, initiative, open mind.
- Good communication skill, active listener, patient to customers.
- Fast learner, ability to work under pressure.
- Strong team player
