Role Overview
The Outbound Customer Service Representative (CSR) will be responsible for managing applicant interactions via calls and emails for visa medical and immigration-related services. The role demands excellent communication, empathy, accuracy, and professionalism while maintaining confidentiality and adherence to organizational guidelines.
Key Responsibilities
Conduct outbound calls and follow-up emails to guide applicants through the visa medical process.
- Handle inquiries regarding appointments, documents, referrals, and result updates.
- Maintain accurate records and case details in CRM (Zoho / Salesforce / Freshdesk).
- Collaborate with internal teams to ensure timely case resolution.
- Ensure clarity and politeness in all written and verbal communication.
- Uphold high standards of compliance, confidentiality, and ethical behaviour.
Skills & Competencies
- Excellent communication in the required languages.
- Strong attention to detail and multitasking ability.
- Problem-solving and customer service orientation.
- Proficiency in CRM systems and MS Office tools.
- Team player with a proactive, empathetic approach.
Qualifications
- Graduate in any discipline (preferably Hospitality, Healthcare, or Communication).
- 13 years of experience in Customer Service, BPO, Healthcare, Visa, or Immigration processes.
