Client Services Officer

Client Services Officer

Experience: At least 2 years’ work experience in Travel, Hospitality, Immigration, Visa services. Must be interested in this industry.

Location: Lekki, Lagos

Salary: N100,000

Industry: Visa & Immigration

Job Objective

To support the client team in managing the end to end interactions with prospective and existing clients and administrative needs. To also manage daily operational tasks, in alignment with executing overall strategy for the unit.

Key Responsibilities

Client Relationship Management

· Maintaining relationships with clients and key stakeholders within the Organisation.

· Filling out Client’s travel applications and documents (paper & online).

· Liaising with embassies and travel agency partners.

· Coaching Clients prior to Embassy appointment.

· Act as point of contact for complaints and escalate issues as appropriate.

· Support the sales team up-sell or cross-sell services.

· Ensure both the company and clients adhere to agreements.

· Assist with Visa Processing being processed by Travel Documentation & Visa Processing Officers.

· Ensure that all Organisation’s policies and processes are followed in both written and verbal relations with Clients

· Sending of complimentary messages to Clients.

· Communicating (written & oral) with Clients when required and treating communication with utmost confidentiality.

· Coaching and advisory services to Clients in preparation for application appointments.

Admin Management

· Execute administrative tasks & Projects.

· Assist direct report in resolving administrative Issues.

· Execute Clients’ task in alignment with all organizational policies, processes and checklists.

· Prepare and modify documents including correspondences, reports, drafts, memos and emails.

· Ensure timely submission and collection of customer visa application.

· Submit weekly activity and progress report.

· Adhere to all Organisation’s policies, processes and core values

Sales

· Study competition to find new ways to retain customers.

· Collaborate with manager to address clients’ needs.

· Direct potential leads to the sales team and follow up on progress.

· Alert the sales team on opportunities for further business within clients.

· Continually Inform Clients about other services the Organisation offers.

Client Portal Management & Research

· Continually update the CRM tool and managers about changes concerning clients.

· Examine all Client’s travel documents and ensure Checklist is ticked appropriately.

· Maintain electronic and hard copy filing system, perform data entry and scan documents.

· Continually research and be abreast of different Countries’ Visa Application process and requirements.

· Keep Clients’ records and information in the appropriate and allocated Office Cabinet.

· Assist Research and Social Media Unit with information and professional advice when required.

Key Performance Indicators (KPIs)

· Number of excellent Client feedback

· Delivery on project and assignment given within stipulated time.

· Enquiries converted to clients

· Level of Professionalism

· Number of Visa Applications Processed

· Number of Error free applications

· Submission of weekly activity and progress report

Minimum Job Requirements

Education/Certifications:

BSc in Business Administration, International Relations, Social Sciences or any related discipline with a minimum of Second class Lower

Knowledge, Skills and Abilities:

· Proven experience as a Client Relations or Relationship Management.

· Background in customer service; industry knowledge is an advantage.

· Proficiency in MS Office and knowledge of operating standard office equipment.

· A customer-oriented attitude.

· Excellent communication, negotiation and management skills.

· Problem-solving attitude.

· Ability to work well with a team.

· Effective coordination skills.

· Excellent Research & Feedback skills.

· Excellent use of initiative and proactive approach in delivering tasks.

· Ability to learn fast and teach others.

· Attention to details.

· · Ability to work alone.

Job Type: Full-time

Pay: ₦100,000.00 per month

Experience:

• visa and immigration services: 2 years (Required)
• administrative assistance: 2 years (Required)