Full-time
VAS Global
Customer Service Officer
Location: Kampala, Uganda
Company: VAS Global Services
Employment Type: Full-Time
About the Role
VAS Global Services is looking for Customer Service Officers to join our Visa Application Centre (VAC) operations in Kampala, Uganda.
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 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 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 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 required 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 / 12 years of formal education.
- Graduate 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 ability to work accurately in a fast-paced environment.
- Good problem-solving skills and the ability to handle customer queries and complaints.
- Ability to work effectively as part of a team.
Key Competencies
- Customer Service Orientation
- Communication
- Quality & Service Orientation
- Teamwork & Collaboration
- Attention to Detail
- Problem Solving
- Adaptability
- Delivering Results
- Process Compliance
- Data & Information Security