Customer Service Officer (Visa Services)

About the role

VAS Global Services is seeking a Customer Service Officer to work in its Visa Application Centre in Kampala. The role involves guiding visa applicants through the entire application process, ensuring accurate document handling, data entry, biometric enrollment, and compliance with both VAS and Mission procedures.

Key responsibilities

• Assist applicants with visa applications, document submission, and collection.
• Scrutinize documents for completeness and compliance with visa requirements.
• Handle applicant queries via face‑to‑face, email, and telephone.
• Perform accurate and timely data entry while maintaining data privacy and information security.
• Support biometric enrollment according to Mission procedures.
• Maintain up‑to‑date knowledge of visa requirements, procedures, and fees.
• Manage applicant flow efficiently, especially during peak periods.
• Handle passport receipt, movement, and delivery in line with established procedures.
• Support cash and bank‑related transactions as assigned.
• Ensure compliance with SOPs, SLAs, turnaround times, and information security standards.
• Promote Value Added Services to applicants and contribute to customer satisfaction.
• Report incidents, process errors, and security concerns promptly.
• Maintain accurate trackers, records, and error logs.
• Participate in training, audits, and internal certification activities.
• Support continuous improvement initiatives and adhere to EHS guidelines.

Required profile

• Minimum High School Diploma (12 years of formal education); graduate or equivalent qualification preferred.
• 1–2 years of experience in customer service, travel & tourism, hospitality, BPO, banking, or a similar service‑oriented industry.
• Previous experience in visa services or a Visa Application Centre is an advantage.
• Good proficiency in Microsoft Office and typing.

Required skills

• Microsoft Office