Job Description – Visa Counselor
Location: Heliopolis, Cairo – Egypt
Industry: Travel & Appointments Services
Reports to: Senior Visa Officer / Direct Manager
Role Purpose
The Visa Counselor is responsible for managing the end-to-end visa process, ensuring smooth operations, accurate documentation, and exceptional customer service. The role involves guiding clients, coordinating with embassies, and monitoring regulation changes to ensure efficiency and compliance.
Key Responsibilities
Visa Processing & Client Support
- Provide excellent customer service throughout the visa process.
- Guide clients on required documents, review submissions, and ensure completeness.
- Fill visa applications, book embassy appointments/interviews, and share details (time, date, location).
- Verify client information to ensure accuracy before submission.
- Proactively monitor and adapt to visa regulation changes.
- Follow up with clients and representatives until the visa is issued.
- Escalate urgent cases or issues to the Senior Visa Officer promptly.
Daily Operations
- Respond to client emails within 2 hours or acknowledge receipt.
- Share representative details (name & contact) with the client within 24 hours during office hours.
- Track cases after embassy appointments and follow up on passport delivery/visa issuance.
- Provide visa cost details to the travel counselor.
- Prepare and submit a Daily Visa Report to the direct manager.
- Handle duplicate payment refunds with embassies.
Handover & Coordination
- Before annual leave: submit a detailed handover of all ongoing files by email.
- For casual leave: share file details via WhatsApp or call on the following day.
Qualifications & Experience
- Bachelor’s degree (preferably in Tourism, Business Administration, or related field).
- Minimum 1–2 years of experience in visa processing, customer service, or travel industry.
- Strong knowledge of visa application procedures and embassy requirements.
- Proficiency in Microsoft Office (Word, Excel, Outlook) and email communication.
- Fluency in English (spoken and written); additional languages are a plus.
Key Skills & Competencies
Technical Skills
- Visa application preparation and submission.
- Document management and verification.
- Ability to adapt to frequent regulation changes.
- Strong reporting and follow-up skills.
Soft Skills
- Excellent communication and customer service orientation.
- Strong attention to detail and organizational ability.
- Ability to manage multiple cases under pressure.
- Problem-solving and escalation handling skills.
- Professionalism, accountability, and flexibility.
- Team player with effective coordination abilities.
