Visa Officer

Job Purpose

The Visa Executive is responsible for assisting customers with visa applications by providing accurate information, reviewing supporting documents and completing online or offline application forms. The role ensures applications are processed efficiently and in accordance with embassy, company and customer-service requirements.

The position also communicates application progress to customers, coordinates submissions and collections with embassies and maintains accurate and confidential visa records.

Key Duties and Responsibilities

1. Visa Application Processing

• Complete online and offline visa application forms accurately.
• Review customer documents and verify that all visa requirements are complete.
• Collect the necessary passenger information and support documents.

2. Customer Service & Communication

• Clearly explain visa requirements, procedures, processing times and the company's responsibilities.
• Respond promptly to customer calls and emails and provide regular application updates.
• Deliver professional service and assist in resolving customer concerns.

3. Embassy Coordination

• Submit and collect visa applications and related documents from embassies when required.
• Monitor application progress and promptly communicate delays or additional requirements.

4. Documentation & Compliance

• Maintain accurate, complete and confidential records of visa applications, supporting documents, customer correspondence and application updates.
• Ensure all documents comply with applicable embassy, immigration, data-confidentiality and company record-management requirements.

5. IMS, Environmental & OHS Compliance

• Understand the company's objectives, IMS Policy, management-system requirements, benefits of compliance and consequences of non-compliance.
• Maintain awareness of significant environmental aspects and work-related occupational hazards.
• Report all workplace incidents promptly to the OHS team.
• Participate in and support activities that improve the effectiveness of the Integrated Management System.

Key Performance Indicators (KPIs)

• Accuracy and completeness of visa applications.
• Applications processed within the required timeframe.
• Reduction in applications returned due to errors or missing documents.
• Timely response to customer calls, emails and enquiries.
• Customer satisfaction and service-quality results.
• Accuracy and confidentiality of visa records.
• Compliance with company, safety and management-system requirements.

Qualifications, Experience and Skills

• Bachelor's degree or diploma; a travel-related qualification would be preferred.
• Minimum one year of experience in visa processing, a travel agency or tour reservations.
• Good knowledge of visa application procedures and documentation requirements.
• Proficiency in Microsoft Office, including Outlook, Word, Excel and PowerPoint.
• Strong verbal and written communication and customer-service skills.
• Good attention to detail, organization and record-management abilities.
• Ability to manage multiple applications and meet processing deadlines.
• Willingness to visit embassies for document submission and collection when required.