Document scrutiny and collection of applications for visa processing
Handle customer /applicant queries personally or via email, telephone.
Record & maintain all application data. Ensure accurate & timely data entry into the system with zero errors.
Maintain up to date information on visa regulations and fees.
Ensure all administration and logistics of passport delivery to consulate /applicant /logistic company etc.
Ensure compliance to the Service Level Agreement as well as the company defined information security policy as applicable to the role
Ensure compliance to the standard operating procedures without deviation in process. Ensure that the team works towards adherence of all SOP’s processes, required to be complied with, from an SLA, Organizational & ISO perspective (Specific responsibilities, as assigned).
Assist the team and manager to drive VAS Sales – ensures effective dissemination of information to applicants, regarding Value Added Services, to facilitate customer convenience.
Ensure that the entire process is completed within the mandated Turn Around Time – targets met as enlisted in the Team objective tracker.
Ensure no penalties are incurred and monitor, track and maintain internal errors – Targets met as prescribed in Team Objective Tracker.
Maintain & improve level of customer & mission satisfaction by enhancing procedures and continuously innovating methods to increase productivity and cost effectiveness.
Thinks out of the Box & encourage team to share "Speak Ideas" and best practices.
Must be proficient in German Language, B2 Level
Relevant background in sales, minimum of six (6) months gained from travel industry
Must have outstanding interpersonal skills and highly flexible
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases