Back office and Customer Support staff/Visa Application Officer
Capago Mena (France Visa Application Center
Total years of experience :21 years, 2 Months
• reports to Branch Operations Manager, assists on various administrative tasks
• writes email correspondences and contacts visa applicants for their pending documents for submission as requested by the French Consulate
• performs quality control of visa applications by checking, verifying and validating submitted documents and checks correctness of information in the application forms
• maintains a record of pending payment requests and refunds, facilitates the cash release/collection
• performs as an email and chat support in the companys website info-france.qa
• answers inquiries, addresses visa applicants concerns through the companys contact center
• resolves ticket submitted in the website and escalates cases to concerned superiors when necessary
• does cold calling as per instruction for appointment confirmations, upselling of add-on services and service upgrades
• makes courtesy calls for premium visa services applicants and performs pre-consultation of document
• data entry, issuance of submission receipts and cashiering, supports operations as needed.
• logistics support for passport deliveries, coordinating with Qatar Post regularly.
• acceptance and validation of documents for Schengen visa applications as per German Embassys requirements
• data entry, issuance of submission receipts and cashiering
• reception duties and initial checking at the front desk of applicant requirements for visa application
• general clerical duties
• reception duties such as answering phone calls and emails
• encoding & record keeping of employee profiles
• initial screening of applicants by phone
• preparation of internal memos and business letters
• preparation of Proposal letters and quotation
• general office duties - filing, basic bookkeeping, petty cash, bills payment, invoicing, writing client proposals/ quotations/purchase orders
• all client administration and reception duties for the training center
• assist in preparing training module copies and preparing the training equipments for the trainors
• assisted the training manager with telesales and company visits to set appointments and close contracts (with recommendation letter)
• field product sales and promotion
• accomplishes subscription forms, ensures completeness and accuracy of information
• initiates side sales to help team reach sales target
• Champion Sales Person awardee for August 2010 (with certificate)
• Excellence in Performance awardee for achieving highest side sales in May 2010 (with certificate)
• order taking and processing via CRM application
• meet average call handling time with efficiency
• addresses customer complaints and provides remote technical assistance to overseas clients
• helps resolve store technical issues and prepares call investigation reports
• Excellence in Call Handling Efficiency awardee in 2008 (with certificate)
• Best CSR awardee in first quarter of 2009 (with certificate)
• admin duties, preparing weekly report analysis & suggestions to shop manager
• implement procedures to deliver exceptional customer service & attends to customer complaints
• makes sales forecasts monthly and makes sure that target sales is reached
• makes staff schedule and supervises stockroom management
• handles manpower records and timekeeping of staffs
• record keeping of daily sales and memos from consignors
• coordinates with buyers and suppliers for customer demands and special promotions
• does quarterly business reports to review department sales
• encodes planholders information in the company database
• makes memorandum for returned plan applications
• accomplishes inter-department clearance for resigned sales associates
• filing, recordkeeping and administrative functions
• checks plan applications completeness and correctness