Counter Staff

Job Title: Counter Staff

The Counter Staff will be responsible for managing customer interactions related to passport and visa services, ensuring a smooth and efficient application process. This role requires excellent communication skills, attention to detail, and the ability to maintain compliance with standard operating procedures.

• Document Scrutiny and Application Processing: Review and collect applications, ensuring all required documentation is complete and accurate for processing.
• Customer Support: Handle customer queries in-person, via email, or telephone, providing timely and accurate information regarding consular, visa, passport, OCI, and GEP services.
• Financial Transactions: Process cash and bank-related transactions (if assigned) with 100% accuracy, maintaining strict adherence to financial procedures.
• Data Management: Record and maintain all application data, ensuring accurate and timely data entry into the system with zero errors.
• Logistics Management: Oversee the administration and logistics of passport delivery to consulates, applicants, and logistics companies, ensuring compliance with delivery timelines.
• Standard Operating Procedures: Maintain compliance with standard operating procedures and manuals, ensuring adherence to processes without deviation.
• Service Promotion: Inform applicants about available optional services, facilitating their selection and delivery of these options.
• Feedback Collection: Encourage applicants to provide feedback on the services offered and their overall experience at the application center, using this information to enhance service delivery.
• Turnaround Time Compliance: Ensure that all processes are completed within the mandated turnaround time (TAT).

• Skills:
  • Excellent communication skills in [Insert required languages, e.g., English, Hindi, etc.]
  • Strong attention to detail and organizational skills
  • Proficient in data entry and management software
  • Ability to work in a fast-paced environment and manage multiple tasks effectively

• Customer-oriented mindset with a focus on service excellence
• Ability to work collaboratively within a team and contribute to a positive work environment
• Familiarity with consular services and processes is an advantage