Submission Officer – Visa & Passport Processing

About the role

The Submission Officer will manage the end‑to‑end processing of passport and visa applications at our service centre, ensuring accurate document verification, data entry and a high level of customer service.

Key responsibilities

• Scrutinise and collect documents for passport, visa, attestation and legalisation applications.
• Capture biometrics (photo and fingerprints) and handle cash and POS transactions.
• Answer client queries in person, by phone or email and resolve disputes.
• Enter application data into the CRM system with zero errors and maintain up‑to‑date records.
• Coordinate logistics for passport delivery to embassies, applicants or courier services.
• Promote and deliver value‑added services, gathering applicant feedback.
• Ensure compliance with SOPs, ISO standards and environmental health & safety policies.
• Assist senior managers with new projects and ISO compliance tasks.

Required profile

• Graduate (any discipline) with 0‑4 years of relevant experience.
• Strong attention to detail and ability to maintain 100% accuracy in cash and data handling.
• Excellent communication skills and a customer‑focused attitude.
• Willingness to work in shifts and rotate across tasks as per roster.

Required skills

• Proficiency with CRM systems for data entry.
• Experience using POS (Point of Sale) terminals.
• Basic computer literacy and ability to work with standard office software.