Remote Passport Services Agent (Voice)

iVisa; Colombia; Remote; COP 22,320,000 - 40,176,000; Full time

Job summary

iVisa is expanding its Colombia-based team to support passport customers over the phone. You will handle scheduled calls, guide applicants through the process, and ensure clear, accurate information is documented in our CRM. The role emphasizes concierge-level service, ownership of cases, and the ability to manage calls during U.S.

business hours from Colombia. The position requires near-native English, strong communication skills, and at least one year in a phone-based customer service role.

Qualifications

• Near-native (C2) spoken English is required.
• Strong written English for accurate customer documentation.
• At least 1 year of customer service experience with meaningful phone-based support.
• Ability to clearly communicate with U.S. customers during shift.

Responsibilities

• Call scheduled customers at booked appointment times and guide them through passport applications.
• Explain requirements, timelines, and next steps clearly.
• Resolve customer questions and issues during calls when possible.
• Remain calm with frustrated customers and escalate when needed.
• Own cases end-to-end, with follow-ups and documentation in CRM.
• Monitor KPIs such as CSAT and response times.

Skills

Near-native English (C2)

Strong written English

1+ year customer service

Phone-based support

Scheduling calls with customers

Tools

CRM systems

Job description

iVisa is expanding its Colombia-based team to support passport customers over the phone. You will handle scheduled calls, guide applicants through the process, and ensure clear, accurate information is documented in our CRM. The role emphasizes concierge-level service, ownership of cases, and the ability to manage calls during U.S.

business hours from Colombia. The position requires near-native English, strong communication skills, and at least one year in a phone-based customer service role.