Operations Agent

About the role

We are looking for an Operations Agent to join TLScontact’s visa application centre in Mauritius. In this role you will be the first point of contact for applicants, ensuring that all required documents are collected, verified and processed efficiently while providing clear information about visa procedures.

Key responsibilities

• Receive customers, collect and verify required documents for visa applications.
• Check documents for completeness, request supplemental materials when needed, and arrange them in the correct order.
• Interview applicants, ask necessary questions, and record notes.
• File and maintain applicant documents securely.
• Answer customer inquiries via phone and in‑person, explaining procedures and providing accurate information.
• Handle incoming calls, schedule appointments in the system, and manage angry or insulting callers professionally.
• Maintain confidentiality of all applicant information and adhere to security procedures (SAT/IRP) and clean‑desk policy.
• Report any issues with communication equipment and perform related tasks as required.

Required profile

• Strong attention to detail and ability to follow document handling procedures.
• Excellent communication skills and a calm demeanor when dealing with upset applicants.
• Commitment to confidentiality and security standards.
• Ability to work in a fast‑paced, customer‑focused environment.

Required skills