Customer Service Officer

VAS Global; Manila; On-site; PHP 240,000 - 320,000; Full time

Job summary

VAS Global Services is seeking Customer Service Officers for the Visa Application Centre (VAC) operations in Manila, Philippines. You will assist visa applicants throughout the process, ensuring accurate document handling, data entry, biometric enrollment, and adherence to VAS and Mission procedures.

Responsibilities include document submission, data entry, handling queries, and maintaining security standards.

Qualifications

• Must have a minimum of a high school diploma or equivalent; a graduate degree is preferred.
• 1–2 years of experience in customer service or a service-oriented industry is required.
• Strong communication and interpersonal skills with a customer-focused approach.
• Good proficiency in MS Office and typing; accurate data entry is essential.

Responsibilities

• Assist visa applicants with applications, document submission, and collection.
• Scrutinize documents for completeness and compliance with requirements.
• Handle applicant queries via face-to-face, email, and phone.
• Perform accurate data entry while maintaining data privacy and security.

Skills

Communication skills

Interpersonal skills

Customer service

Attention to detail

Problem-solving

Teamwork

Education

High School Diploma or equivalent

Graduate degree preferred

Tools

MS Office

Typing

Job description

VAS Global Services is looking for Customer Service Officers to join our Visa Application Centre (VAC) operations in Manila, Philippines.

The role is responsible for assisting visa applicants throughout the application process, ensuring accurate document handling, data entry, biometric enrollment, customer service, and compliance with VAS and Mission procedures.

Key Responsibilities

• Assist applicants with visa applications, document submission, and application collection.
• Scrutinize documents accurately and ensure applications are complete and compliant with the applicable requirements.
• Handle applicant queries professionally through face-to-face interactions, email, and telephone.
• Perform accurate and timely data entry while maintaining data privacy and information security standards.
• Support biometric enrollment in accordance with Mission requirements and established procedures.
• Maintain up-to-date knowledge of visa requirements, application procedures, and applicable fees.
• Manage applicant flow and provide efficient service, particularly during peak periods.
• Handle passport receipt, movement, and delivery processes in accordance with established procedures.
• Support cash handling and bank-related transactions as assigned.
• Ensure compliance with SOPs, SLAs, turnaround times, information security, and data protection requirements.
• Support the promotion and effective communication of Value Added Services (VAS) to applicants.
• Maintain high standards of customer service and contribute to customer and Mission satisfaction.
• Report incidents, process errors, and security concerns promptly to the reporting manager.
• Maintain operational trackers, records, and error logs accurately.
• Participate in training, process monitoring, audits, and internal certification activities.
• Support continuous improvement initiatives and contribute ideas to improve productivity and service quality.
• Ensure appropriate use of company resources and compliance with Environment, Health & Safety guidelines.

Key Performance Areas

• Productivity and daily operational targets.
• Customer satisfaction and service quality.
• Accurate and timely data entry.
• Compliance with turnaround times (TAT).
• Adherence to SOPs, SLAs, and Mission requirements.
• Accurate passport and application handling.
• Process integrity and information security.
• Error monitoring and reduction.
• Attendance and participation in required training.
• Effective promotion and conversion of Value Added Services.
• Timely reporting of incidents and operational issues.

Qualifications & Experience

• Minimum High School Diploma or equivalent, with at least 12 years of formal education.
• A graduate degree or equivalent qualification is preferred.
• 1-2 years of experience, preferably in Customer Service, Travel & Tourism, Hospitality, BPO, Banking, or another service-oriented industry.
• Previous experience in visa services or a Visa Application Centre is an advantage.
• Good proficiency in MS Office and typing.
• Strong communication and interpersonal skills.
• Customer-focused, with a professional and polite approach.
• Strong attention to detail and the ability to work accurately in a fast-paced environment.
• Good problem-solving skills and the ability to handle customer queries and complaints effectively.
• Ability to work effectively as part of a team.