Customer Support Analyst
British Embassy
مجموع سنوات الخبرة :15 years, 10 أشهر
Overseeing the visa applications delivery / collection process, to include; Delivery of Application, Scanning and Dispatch.
Uploading Visa application data to the Proviso computer system, amending biographic data as necessary to achieve 100% accuracy with printed records whilst meeting agreed benchmarks
Reviewing visa application details / supporting documents and linking applicant history.
Completing risk assessments and document verification - Genuine and Non- Genuine Cases.
Producing ECO pre-assessment reports when necessary.
Accurately respond to electronic, phone and written enquiries from customers and other stakeholders within benchmark timescales and in line with customer service standards
Assist with coaching for new entrant ECAs/JVAs as directed by the operational supervisor.
Undertaking all other ad-hoc tasks as required by the ECM bank managers.
Stand in for the Ops Supervisor during short term absence.
Collecting visa fees and biometrics using fixed and mobile enrolment equipment.
Answering correspondence queries by applicants.
Refund the World Pay requests if eligible for refunding and inform the customer for all cases where payments has been refunded.
Additional Task -
Preparing Weekly/Monthly World Pay Visa Fees Certificates
Dealing with online payment visa fee related credit card chargeback’s, via World Pay
Filling out the World Pay Visa Fees Certificates
Processing a refund via World Pay
Upload Visa Fees Certificates in share point.
Takreer
Operate the document control management system for assigned projects, prepare and update document control procedures in line with the company's integrated management system, produce and maintain document progress reports to project managers. Ensure all documentation provided is as per client and quality requirements. Create document control and correspondence folders for individual projects, register all incoming project documents, issue document review register with document details and distribute with document for review.
Assigning the service requests to the concerned Engineers, Solving the problems of User, Updating the Computer store records. Preparing the memo’s etc.
Provides one-on-one end-user problem resolution over the phone for District approved Personal Computer (PC) software.
Diagnoses and resolves end-user network or local printer problems, PC hardware problems and mainframe, e-mail, Internet, dial-in, and local-area network access problems.
Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance agreements.
Assists Network Technicians in creating materials for end-user frequently asked questions (FAQs).
Issuing of Blank Visa’s to Visa Printing staff for Visa Printing and allotment of visa for each applicant.
Undertaking casework duties under the direction of the Consular Officers.
Black List checking for the applicants.
Collecting / checking visa fees collected from applicant and submitting to the Accounts department along with the Visa Fee Reports.
Sticking and embossing of Visa in the proper passport and ensure that there is no mistake in the printed Visa before delivering to the courier.
courses: HSC from