Operations Agent – Customer Service & Visa Processing

About the role

We are looking for motivated Operations Agents to join our team in Kampala. You will be the first point of contact for visa applicants, ensuring a smooth and efficient processing experience.

Key responsibilities

• Assist clients at designated stations (e.g., document submission, biometrics).
• Verify that applicants provide all required documents according to the checklist.
• Escalate unresolved grievances to the supervisor.
• Provide information about visa applications via phone or face‑to‑face.
• Prepare reports and maintain accurate applicant records.
• Enter application data into the system with zero errors.
• Keep the workstation and floor area tidy and organized.
• Support a safe and healthy work environment through teamwork.
• Ensure the entire visa process is completed within the mandated turnaround time.
• Perform any additional duties assigned by the line manager.

Required profile

• Minimum BSc/BA/HND qualification.
• At least 1 year of customer‑service experience.
• Excellent oral and written English communication skills.
• Strong interpersonal abilities and the capacity to work with staff at all levels.
• Ability to work both independently and as part of a team to achieve goals.
• Proven ability to build positive working relationships.

Required skills

What we offer

• Opportunity to work in a dynamic, client‑focused environment.
• Professional development and training on visa processing procedures.
• Supportive team culture that values safety and collaboration.