Call center Agent

At TLScontact, we work with governments from around the world to provide visa and consular services on their behalf to travellers and citizens. Our core expertise, built up in visa processing, enables us to apply our secure processing experience to a wide range of government and citizen services, both abroad and in-country. Harnessing new technology, we support governments in their digital transformation, helping to improve efficiency and enhance customer service. In May 2024 we achieved Great Place To Work® certification for the fourth consecutive time in 47 countries, representing 96% of our workforce.

We are looking for a full time Call Center Agent in Central Asia. Working days will be from Monday-Friday (40 hours per week). We are offering permanent employment with probation period.

Main responsibilities:

✔️Handle day-today Applicants’ calls in compliance with Standard Operations Procedures,

✔️Book/modify appointment in the system for customer,

✔️Following an established and defined filing and administration process, guided by a computer-based system,

✔️Ensure engagement with applicants on the phone, provide a first-class service and positive customer experience,

✔️Attends morning/evening meeting. Immediately inform management of any problems or issues related to her/his daily work,

✔️Train new colleagues in Call Center,

✔️Handle customer complaints assertively, and efficiently,

✔️Handle problem customers assertively and diplomatically,

✔️Support initiatives to support the ongoing improvement of business performance,

✔️Support colleagues to develop and implement continuous improvement initiatives,

✔️Performs business trips abroad when required by the Management.

ISO duties:

✔️ Participate security related trainings,

✔️ Conduct security related activities assigned to this position,

✔️ Follow security related requirements when fulfilling the responsibilities of this position,

✔️Report security incidents to the supervisor when detected.

Requirements:

✔️General administration skills & experience on a similar job is a plus, but not mandatory.

✔️Languages required: Kazakh, Russian – fluent, German, English – intermediate.

✔️Excellent verbal and written communication skills.

✔️Competent speech and clear diction.

✔️Strong problem-solving skills and the ability to handle difficult customers.

✔️Basic computer skills.

✔️Ability to work in a fast-paced environment and multitask effectively.

✔️To be customer-oriented.

✔️Ability/wish to work and learn new.

In TLScontact we are cultivating a supportive, inclusive working environment where all our employees can thrive and express their talent, whatever their gender, background, race or religion. This is our way to build the most diverse and engaged talent pipeline where each employee’s voice matter and valued. We believe that this approach will lead us to a long-term success as an organization in visa services industry.