Department
:Tours

Reporting To
:Tours Manager

Purpose of the Role

The officer serves as the key link between the client,embassies, consulates, and immigration authorities, protecting the agency’s
reputation while driving client satisfaction, repeat business, and revenue growth.

Key Responsibilities

• 
  Receive, review, and verify all client visa documentation
  for accuracy and completeness
• 
  Advise clients on visa requirements, eligibility,
  processing timelines, and documentation
• 
  Prepare, compile, and submit visa applications to
  embassies, consulates, and online portals
• 
  Track application status and proactively update clients on
  progress
• 
  Coordinate appointments, biometrics, interviews, and
  document collection
• 
  Maintain embassy and consular relationships for efficient
  processing
• 
  Identify and mitigate risks that could lead to visa
  refusal
• 
  Maintain accurate records and ensure confidentiality of
  client data
• 
  Handle appeals, reapplications, and complex visa cases
• 
  Provide visa-related training and updates to sales and
  operations teams
• 
  Keep up to date with immigration law changes and embassy
  policies

Requirements

Academic Qualifications and Experience Required

• 
  Diploma or Degree in Tourism, Travel, International
  Relations, Business, or related field
• 
  Minimum 3 years’ experience in visa processing or travel
  operations
• 
  Proven understanding of embassy visa procedures
• 
  Experience handling multiple visa categories (tourist,
  business, transit)

Skills and Competencies Required

1.
Client Relationship & Service Skills

• 
  Strong customer service orientation with attention to
  client needs and preferences.
• 
  Ability to respond promptly and professionally to client
  inquiries.
• 
  Skills in building rapport with clients and embassies to
  support long-term relationships.
• 
  High confidentiality when handling customer documents and
  information

2.
Communication & Interpersonal Skills

• 
  Good verbal and written communication skills.
• 
  Ability to work collaboratively with senior consultants,
  operations, and other teams.
• 
  Competence in conveying information clearly and following
  instructions accurately.

3.
Organizational & Operational Competencies

• 
  Strong attention to detail and excellent document
  verification to avoid errors.
• 
  Good time management and multitasking skills to handle
  several client requests simultaneously.
• 
  Ability to identify issues early and escalate
  appropriately.

4.
Digital & Administrative Skills

• 
  Competency in MS Office (Word, Excel, PowerPoint) for
  reporting and communication.
• 
  Basic proficiency in CRM systems, email communication, and
  online research.

5.
Personal Attributes

• 
  Professional and client-focused demeanor.
• 
  Proactive mindset and eagerness to take initiative.
• 
  Reliability, integrity, and a team-oriented attitude.