Job Summary
Fresher Jobs Hub is looking for an organized, people-first Visa Consultant (Customer Services & Operations) to guide applicants through end‑to‑end visa processes—right from first enquiry, eligibility triage, and document collation to appointment scheduling, payment coordination, and post‑decision support. You will be the primary point of contact for applicants, ensuring a seamless, compliant, and timely experience while maintaining high service standards and operational accuracy. This role blends customer support, process ownership, and operational excellence.
Key Responsibilities
- Client Onboarding & Advisory
- Conduct initial consultations to assess eligibility, visa category, and document requirements.
- Explain country-specific processes, timelines, fees, and probable outcomes transparently.
- Application Preparation & Quality Control
- Create customized document checklists; review all paperwork for completeness, accuracy, and compliance.
- Prepare and submit visa files via online portals/appointment centres (e.g., VFS, TLS, embassy portals).
- Customer Service & Communication
- Handle queries via phone, email, chat, and ticketing tools with defined SLAs.
- Provide proactive status updates and manage escalations with empathy and clarity.
- Operations & Coordination
- Schedule biometrics/interviews, track payments, receipts, and courier dispatches.
- Maintain meticulous records in CRM/case-management systems; ensure data privacy (GDPR/PDPA where applicable).
- Stakeholder Management
- Liaise with external partners (embassy/consulate centres, travel insurers, universities, employers).
- Collaborate with internal teams (quality, compliance, training, sales) for process improvements.
- Compliance & Risk
- Adhere strictly to country-specific immigration rules, data protection norms, and internal SOPs.
- Flag potential risks, fraud indicators, or policy changes promptly.
- Reporting & Continuous Improvement
- Track and report KPIs (turnaround time, first-contact resolution, NPS/CSAT, rejection-to-approval conversions).
- Contribute to knowledge base articles, FAQs, and process optimization initiatives.
Required Skills and Qualifications
- Bachelor’s degree in any discipline (Hospitality, Business, Law, International Relations, or similar preferred).
- Strong customer service orientation with excellent written and verbal English communication.
- Proven ability to interpret checklists, guidelines, and policy documentation accurately.
- Solid attention to detail; ability to manage multiple cases without compromising quality.
- Tech-savvy: confident using CRM/case-management tools, MS Office/Google Workspace, ticketing systems, and chat platforms.
- Understanding of data privacy, confidentiality, and compliance standards.
- Ability to work with shifting priorities, deadlines, and country-specific timelines.
Experience
- 0–3 years of experience in visa consulting, immigration services, customer service operations, BPO/KPO, travel, or education consulting.
- Fresh graduates with strong communication skills and a service mindset are highly encouraged to apply.
- Prior experience handling VFS/TLS/embassy portals, international admissions, or travel documentation will be an advantage.
Working Hours
- 5-day or 6-day work week (role-dependent) with rotational shifts to support multiple geographies/time zones.
- Weekend/holiday coverage on a roster basis with comp-offs as per policy.
- Flexibility to support urgent cases or fast-approaching deadlines.
Knowledge, Skills, and Abilities
- Process mastery: Ability to follow and refine SOPs while maintaining audit-ready documentation.
- Customer empathy: Calm, solution-focused approach to anxious or time-sensitive applicants.
- Analytical thinking: Spot inconsistencies, anticipate missing documents, and propose corrective actions.
- Time management: Prioritize caseload efficiently; meet personal and team SLAs.
- Collaboration: Work cross-functionally and share best practices to uplift team capability.
- Learning agility: Keep pace with frequent changes in immigration rules, visa categories, and fee structures.
Benefits
- Competitive compensation with performance-linked incentives.
- Remote-first flexibility (where applicable) and supportive tools for distributed work.
- Structured training and certification pathway in global visa/immigration processes.
- Health & wellness benefits (as per company policy and location).
- Fast-track career growth into Senior Consultant, Quality/Compliance, Team Lead, or Operations roles.
- Inclusive, learning-driven culture with access to updated knowledge bases and mentorship.
Why Join Fresher Jobs Hub
- Work where customer success and operational excellence meet.
- Be part of a high-growth, mission-driven team democratizing global opportunities for students, professionals, and travellers.
- Gain multi-country, multi-category visa exposure early in your career.
- Build a portable, future-proof career in immigration and global mobility services.
How to Apply
- Send your resume (PDF preferred) with the subject line: “Visa Consultant – Your Name”.
- Include a short cover note describing:
- Your customer service/operations experience (if any)
- Countries/visa categories you’ve handled (if applicable)
- Notice period and preferred work arrangement (remote/hybrid/on-site)
- Optionally attach sample checklists/templates you’ve built (redacted) or CSAT/KPI achievements.
Only shortlisted candidates will be contacted. Fresher Jobs Hub is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.