Job Description: Visa Counselor (Specialist / Senior)

Key Responsibilities:

• Deliver Exceptional Customer Service: Provide professional, timely, and accurate support to all clients throughout the visa process.
• Client Consultation & Documentation: Inform clients of required visa documents, collect files, and ensure all submissions are complete and error-free.
• Application & Appointment Handling: Complete visa forms, book appointments, schedule interviews, and share all appointment details with clients promptly.
• Data Accuracy & Compliance: Ensure client information is updated, accurate, and aligned with embassy requirements.
• Regular Follow-ups: Track all visa applications, follow up with representatives and

• embassies, and keep clients updated until visa issuance and passport delivery.
• Monitoring Visa Regulations: Stay updated on any changes in visa rules and ensure accurate processing accordingly.
• Case Handover: Provide proper case updates before annual/casual leave (email, WhatsApp, or phone).
• Coordination: Communicate effectively with visa representatives, travel counselors, and internal teams.

Daily Tasks:

• Respond to all client emails within 2 hours or acknowledge receipt.
• Share appointment details (date, time, location) with clients.
• Provide visa representative contact details within 24 hours.
• Follow up with representatives after each

• appointment.
• Track passport delivery and visa issuance until completion.
• Share visa fees with the Travel Counselor.
• Send daily visa updates/reports to the direct manager.

Important Notes (N.B.):

• Follow up on any duplicate payments with embassies until refund is processed.
• Ensure all required documents are received; request missing items immediately.
• Confirm all case-specific details (payment method, required documents, extra requirements).

Skills & Competencies:

• Excellent communication and client-handling skills.
• Strong attention to detail and accuracy.
• Problem-solving and time-management abilities.
• Knowledge of visa regulations and embassy procedures.
• Ability to work under pressure and meet deadlines.
  

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