Operations Agent – Customer Service & Visa Processing

About the role

We are looking for an Operations Agent to join our Nairobi team, supporting clients throughout the visa application process. The role combines front‑line customer service with accurate data handling to ensure a smooth experience for applicants.

Key responsibilities

• Assist clients at service desks (e.g., passport return, biometrics collection).
• Verify that applicants submit all required documents according to the checklist.
• Escalate unresolved grievances to the designated supervisor.
• Provide information on visa applications via phone or face‑to‑face interactions.
• Resolve client issues and maintain high service standards.
• Prepare reports and maintain accurate records in the system with zero errors.
• Keep the workstation tidy and direct applicants to the appropriate stations.
• Promote a safe and healthy work environment through teamwork.
• Ensure the entire visa process is completed within the mandated turnaround time.
• Perform any additional duties assigned by the Line Manager.

Required profile

• BSc/BA or equivalent qualification (KNQA accepted).
• At least 1 year of customer‑service experience.
• Excellent oral and written communication skills.
• Strong interpersonal abilities and the capacity to work with staff at all levels.
• Ability to work both independently and as part of a team to achieve goals.

Required skills