Counter Agent

Counter agents
Requirements:
• Qualifications: BSc and plus, be at least 18 years old.
• We are looking for persons who are fluent in English, and with good written and oral English/French, (German is a plus) communication skills with ability to articulate complex situations into precise and easily understandable language.
• Demonstrable experience in a customer service role engaging directly with the public
• Working in a fast-paced and at times highly pressured environment
• Experience of working in a collaborative team environment
• Excellent personal time management
• A can do attitude and willingness to go the extra mile when required
• Strong team working capabilities and effective interpersonal skills
• Organized, able to cope effectively under pressure, and undertake many concurrent tasks
• Self-motivated
• Patient, professional and with a stable personality
• Assertive and adaptable
• Supportive of the Company Values of Integrity, Respect, Professionalism, Innovation and Commitment
Key Responsibilities
1. Handle day-today Visa Applications in compliance with Standard Operations Procedures –greeting customers, supporting completion and checking of applications, obtaining biometric data and other documentation
2. Following an established and defined filing and administration process, guided by a computer-based system
3. Ensure engagement with applicants provides a first-class service, and positive customer experience
4. Flag to VAC Management/Supervision applications that may give rise to concern
5. Handle customer complaints an assertively, and efficiently
6. Handle problem customers assertively and diplomatically
7. Support the provision of healthy and safe working environment through good personal and team practices
8. Support VAC initiatives to support the ongoing improvement of business performance
9. Support colleagues to develop and implement continuous improvement initiatives
10. Support colleagues through advice and mentoring, and promoting best practice, sharing information and encouraging team spirit