What are the responsibilities and job description for the Operations Agent position at TLSContact?
ABOUT US
Founded in 2007, TLScontact works with governments from around the world to provide visa and consular services on their behalf to travelers and citizens. Present in 90 countries, TLScontact operates 150 visa application centres and handles over 4 million . TLScontact is part of the Teleperformance Group, the global leader in customer experience management.
ABOUT THE ROLE:
We are looking for a dedicated and detail-oriented Operations Agent to join our team. As an Operations Agent, you will play a key role in delivering high-quality service to our clients while ensuring that all documentation is processed accurately and efficiently. You will be responsible for verifying documents, ensuring the integrity of client information, and providing excellent customer service at the counter. Additionally, you will contribute to quality control efforts, support the reception process, and ensure compliance with company security policies and procedures.
RESPONSIBILITIES:
§ DOCUMENTATION:
Receive client-applicants at the counter according to their appointment time and the TLSconnect procedure.
Verify the documents presented by a client in accordance with instructions on the intranet.
Ensure that:
The personal information on the intranet matches exactly with the information on the client's passport/identity document.
The documents presented correspond to the selected visa type.
The summary sheet accurately reflects the status of the documents submitted by the client.
Clearly explain the status of the application to the client (complete, missing document) and the next steps to follow. Obtain the client’s signature on the summary sheet in the section corresponding to the actual status of their application (complete, missing document to be completed, withdrawal).
Answer client questions professionally and helpfully while maintaining documentation efficiency. Direct the client to the cashier to pay the document and service fees.
§ DOCUMENT QUALITY CONTROL:
In compliance with company procedures and regulations, review documents received by another agent.
Record documentation errors according to the typology on the intranet, selecting the type of error.
§ RECEPTION (on a rotating basis):
Ensure quality client reception by checking the following:
The date and time of the appointment.
The names of the applicant attending the appointment match perfectly with those on the passport/identity document.
The application form is the correct version, properly completed, and duly signed.
Coordinate with the Operations Manager/Supervisor and counter agents to manage client flow.
Maintain order in the waiting area with security agents and report any abnormal situations to the supervisor.
§ GENERAL RESPONSIBILITIES:
Participate in security-related training sessions.
Follow security requirements while fulfilling the responsibilities associated with this position.
Report security incidents to the supervisor as soon as they are detected.
Respect the religious beliefs and political opinions of clients, as well as the confidentiality of their personal information.
Fully commit to the company’s anti-corruption policy and the non-disclosure of confidential information related to the company’s activities.
Systematically report any anomalies in the documents presented, as well as client questions or feedback regarding the quality of service provided or the company's image, to the supervisor.
Perform any other tasks necessary for the smooth functioning of the team, as assigned by the supervisor.
QUALIFICATIONS:
License or high school diploma, a GED (General Educational Development) or equivalent required. Additional certifications or training in customer service or administrative roles is a plus.
At least 1 years of experience in a customer service or administrative rôle.
PREFERED QUALIFICATIONS
Strong attention to detail and accuracy when handling client documents and information.
Excellent organizational skills with the ability to manage multiple tasks simultaneously.
Professional communication skills, both verbal and written.
Basic computer skills and familiarity with office software (e.g., Microsoft Office or similar systems).
Strong customer service skills with a focus on resolving issues and maintaining client satisfaction.
Security Clearance is Required
High level of confidentiality and discretion in handling sensitive employee information.
WHY JOIN US?
TLScontact is an Equal Opportunity Employer - By Choice. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status or any other legally protected status.
Join our team as an Operations Agent and contribute to our mission of excellence in service delivery!
Job Type: Full-time
Pay: $46,480.00 per year
Shift:
- Day shift
Ability to Relocate:
- Seattle, WA 98101: Relocate before starting work (Required)
Work Location: In person
Salary : $46,480
