Client Service Assistant

 

Core Functions / Responsibilities:

1. Provide client services to applicants at all times, in full compliance with the Immigration, Refugees and Citizenship Canada (IRCC) contractual obligations and service standards;

2. Assist in providing information to the applicants: distribution of forms and checklists; provision of accurate and timely replies to applicants’ enquiries through phone, email, chat and in person; assistance and guidance with value added services;

3. Assist in collecting visa applications and sorting the documents: verification of completeness and correctness of visa application forms; completeness check of the supporting documents; sorting of the documents with relevant checklist; assistance to applicants if the documents are incomplete;

4. Input visa application data: maintain an expert user level with the provided application management software, ensure quality check of collected data and generated invoices; accuracy of the tracking of passports and documents; scanning and quality check of supporting documents;

5. Collect visa and service fees; review correctness of payment and charge against the application management software; issuance of invoices; daily reconciliation of collected fees and invoices; secure storage of cash;

6. Assist in reporting services: daily reports generation and quality check of collected applications and fees; daily reports for contact centre (received calls, call-backs, missed calls etc.) assistance to VAC Team Assistant in quality check;

7. Delivery and collection of applications and passports: secure transfer of the visa applications and passports to/from the IRCC specified visa offices; sorting and counting of applications and passports; secure return of passports to applicants and delivery to courier;

8. Inform management of any problems or issues related to daily work, security issues, systems and software issues, complaints and make recommendations for improvement;

9. Compliance with IOM Staff Rules and Regulations and with all IOM Policies including: “IOM Standards of Conduct”, “IOM Policy for a Respectful Working Environment”, “IOM Policy on Reporting Irregular Practices, Wrongdoing and Misconduct”, “IOM Confidentiality Agreement”, “IOM Data Protection Principles”, “IOM Information Security Policy”;

10. Perform any other related duties that may be assigned by the Team Assistant or VAC Management.

Duty Station: 
Port Louis, Mauritius
Grade: 
General Service Staff, Grade 4
Closing Date: 
Saturday, February 15, 2020