Guest Relation Executive

 

VFS Global – Guest Relations / Customer Service Executive

Job Summary:
Responsible for assisting visa applicants and visitors at the VFS Global Visa Application Centre, providing professional customer service, guiding applicants through the visa application process, and ensuring smooth day-to-day operations while maintaining VFS Global’s service standards.

Key Responsibilities:

• Welcome and assist applicants at the visa application centre.
• Verify appointment details and required documents according to the applicable checklist and procedures.
• Guide applicants through the visa application and biometric submission process.
• Answer applicants’ questions professionally and provide accurate information within the permitted scope.
• Manage customer queues and ensure smooth movement of applicants through different service areas.
• Handle customer complaints and escalate complex issues to the appropriate supervisor.
• Assist with biometric enrolment, document submission, printing, scanning, and other centre services as required.
• Maintain confidentiality and security of applicants’ personal information and documents.
• Coordinate with team members and supervisors to resolve operational issues.
• Maintain professional behaviour, appearance, and communication at all times.
• Follow VFS Global, embassy/consulate, and centre-specific policies and procedures.
• Ensure the centre remains organized, clean, and customer-friendly.
• Maintain accurate records and complete assigned administrative tasks.