Job Description

The Officer – Freezone Services supports the delivery of Freezone services by processing client requests, coordinating with relevant authorities, and maintaining accurate records to ensure smooth, compliant, and efficient Freezone operations.

Responsibilities

• Process visa-related applications including new visas, renewals, cancellations, and stamping.
• Coordinate with the PRO and immigration offices for visa processing and follow up on assigned requests.
• Support processing of residence permits, entry permits, and exit permits in coordination with relevant authorities.
• Assist tenants and employees with E-channel activation and renewal through the ADAC gateway.
• Support issuance and renewal of establishment cards for clients.
• Process requests for NOCs, employment certificates, and other service letters.
• Respond to client queries and escalate complex cases to Senior Officers or the Manager.
• Collect customer feedback related to visa processing and update online systems to enhance service experience.
• Maintain effective working relationships with government representatives and service providers.
• Coordinate with internal teams to support client issue resolution.
• Maintain accurate records of transactions, applications, and client interactions.
• Support maintenance of CRM data for departmental use.
• Adhere to departmental policies, procedures, and service standards.
• Support audit activities by providing required documentation.
• Assist in preparing basic reports as requested by the line manager.
• Identify and report service delays or process issues encountered during daily operations.
• Participate in learning and development activities as guided by the line manager.
• Continuously enhance knowledge of Freezone operations and client services.
• Maintain a safe, organized workspace and report hazards or unsafe conditions.
• Follow safety guidelines and promote a safe work environment.
• Perform any other duties assigned by the Line Manager to support divisional objectives.

Requirements and Skills

Education & Qualifications

• Bachelor’s degree in Business Administration or equivalent.

Experience

• 1–2 years of experience in a similar role.

Key Skills & Competencies

• Customer focus
• Good communication skills
• Problem-solving ability
• Safety and compliance awareness
• Digital skills