Office Executive

Visa Operations and Client Coordination Executive

We are looking for responsible, organised and detail-oriented Visa Operations and Client Coordination Executives to support our Visa consultancy operations.

The role involves assisting with visa application forms, checking documentation, checking current visa requirements, collecting information and documents from applicants, coordinating with clients, maintaining application records, managing office communication as well as following up with enquiries and prospective clients. The selected candidate(s) will work with the visa application operations team and will be expected to manage multiple responsibilities accurately, professionally and within the required timelines. This is an office-based role suitable for candidates who are comfortable working with documents, application forms, clients, telephone calls, emails, Excel and online portals. You should be willing to put in extra time if needed by the company.

KEY RESPONSIBILITIES

Visa Application and Documentation Support

• Maintain confidentiality of client information, passports, financial documents, personal records and application details.
• Ensure that client information and documents are not shared with any unauthorised person.
• Check the latest visa requirements, document checklists, application procedures and processing updates through official embassy, consulate, visa application centre and immigration authority websites.
• Collect the required travel, employment, financial and supporting information from applicants.
• Collect and organise the documents required for visa applications.
• Complete online and offline visa application forms accurately based on the information and documents.
• Review completed application forms for missing, incomplete or inconsistent information before forwarding them to the concerned team member / client.
• Assist clients in understanding the information and documents required for their visa applications.
• Scan, print, photocopy, arrange, label and organise application documents.
• Prepare application files in accordance with the company’s internal process and checklist.
• Check visa application updates, appointment availability and application status through online portals or other authorised channels.
• Upload information and documents on visa application portals where required.
• Coordinate with the visa application ops team regarding incomplete information, document gaps, application concerns and client queries.
• Follow the company’s standard operating procedures and ensure that applications are not submitted without the required internal review.

Client Coordination and Communication

• Welcome and attend to clients visiting the office.
• Understand the client’s initial requirement and coordinate the matter with the appropriate team member.
• Answer incoming telephone calls, WhatsApp messages and emails professionally, as per company policy.
• Respond to client queries relating to documents, appointments, payments and application progress.
• Explain the company’s visa consultation, application preparation and documentation-support services clearly.
• Communicate application requirements and pending-document lists to clients.
• Make regular follow-up calls regarding pending information, documents, payments, upcoming appointments and application updates.
• Remind clients about consultation meetings, biometric appointments, visa appointments and document-submission deadlines.
• Arrange consultation calls or office meetings between prospective clients and the concerned visa application team.
• Maintain professional, polite and clear communication with applicants, company clients and other stakeholders.
• Escalate visa, eligibility, refusal or immigration-related queries to the senior visa advisor where needed.

Application Tracking and Record Management

• Maintain accurate records of client conversations, follow-ups, pending requirements and application status.
• Update client information and application progress in Excel, company software, CRM or the company portal.
• Record client's every communication and follow-up action.
• Track pending documents, payments, appointments, deadlines and next actions.
• Ensure that client records remain complete, organised and updated.
• Maintain proper digital and physical filing of client documents.
• Retrieve files and information promptly whenever required by the operations team.

Appointment and Office Coordination

• Schedule client consultation appointments and office meetings.
• Schedule visa application, biometric, document-submission and related appointments where required.
• Maintain the office calendar and update the concerned team members regarding scheduled appointments.
• Coordinate with clients regarding appointment dates, reporting times and document requirements.
• Assist in managing visitors, incoming communication and daily office activities.
• Support the office team with routine administrative and operational work.
• Assist with printing, scanning, photocopying, filing, stationery and document organisation of office documents.
• Ensure that the office reception and client-interaction areas remain organised and professional.
• Coordinate internally on all client requests and pending work.

Lead Follow-Up and Marketing Calls

• Contact new enquiries received through telephone, WhatsApp, email, website, referrals or other channels.
• Make marketing and introductory calls to prospective clients and existing leads.
• Understand the prospective client’s basic visa requirement and record the relevant information.
• Explain the company’s visa consultation and application-support services.
• Follow up with interested leads and encourage them to schedule a consultation call or office meeting.
• Maintain proper records of calls made, responses received and follow-up dates.
• Reconnect with prospective clients who have not responded or completed the consultation process.
• Follow