Operations Agent – Customer Service & Visa Processing

About the role

The Operations Agent will support our visa application centre in Dar es Salaam by providing front‑line customer service, handling client enquiries and ensuring the smooth processing of visa documents. You will work closely with applicants, supervisors and other team members to deliver a high‑quality, timely service.

Key responsibilities

• Attend to clients at the desk, managing tasks such as passport collection, biometric capture and document verification.
• Verify that applicants submit all required documents according to the checklist and request missing items.
• Provide information about visa applications by phone or face‑to‑face and guide applicants through the process.
• Escalate unresolved grievances to the designated supervisor.
• Prepare reports, record and maintain accurate application data, and ensure error‑free data entry.
• Maintain a clean workstation, direct clients to the appropriate service stations and uphold a safe working environment.
• Ensure the entire visa application process is completed within the mandated turnaround time.
• Perform any additional duties assigned by the line manager.

Required profile

• BSc/BA or NTA Level 7 qualification.
• At least 1 year of experience in customer service.
• Excellent oral and written communication skills.
• Strong interpersonal abilities and capacity to work with staff at all levels.
• Ability to work both independently and as part of a team to achieve goals.

Required skills