Operations Agent at TLScontact

Operations Agent at TLScontact – TLScontact Kenya Job Details

About the Role

TLScontact is recruiting an Operations Agent to join its team in Kenya on a full-time basis. This position sits within Project Management jobs in Kenya and involves direct client interaction throughout the visa application lifecycle. The Operations Agent at TLScontact will serve as a frontline professional, managing applicant flow, document verification, and data integrity across multiple service stations.

As an Operations Agent at TLScontact, you will support visa applicants through each stage of their application journey, from initial document submission through biometric capture. Your role is essential to maintaining service quality and ensuring that all applications meet processing deadlines while adhering to strict compliance standards.

Key Responsibilities

• Receive applicants at designated service points, including document collection and biometric stations, and guide them through required procedures
• Review applicant checklists to verify that all mandatory documentation has been submitted and request any missing items before processing
• Communicate directly with applicants via phone or in-person meetings to answer questions and provide guidance on visa application requirements
• Document and escalate unresolved applicant complaints and grievances to the appropriate supervisor for resolution
• Address service issues and process queries from applicants to ensure satisfaction and prompt resolution
• Collect, review, and validate all documents and supporting information presented by applicants for accuracy and completeness
• Input and maintain accurate applicant data in the system with zero tolerance for errors, ensuring timely and correct data entry
• Maintain floor order and direct applicants to their next required station, ensuring organised workflow and clear communication
• Complete all visa application processing within mandated turnaround times
• Prepare written reports as required on application status, process issues, or operational metrics
• Support a safe and healthy workplace through professional conduct and collaborative teamwork
• Execute additional duties as assigned by your line manager

Requirements & Qualifications

• Bachelor’s degree (BSc/BA) or KNQA-equivalent qualification
• Minimum one year of work experience in customer service or a related field
• Strong written and verbal communication skills with the ability to articulate information clearly to diverse audiences
• Proven interpersonal skills and demonstrated ability to work effectively with colleagues at all organisational levels
• Capacity to work both independently and as part of a team to meet operational targets
• Ability to establish positive working relationships and maintain professional standards

What to Expect

• A structured working environment where attention to detail and process compliance are prioritised
• Regular interaction with applicants from diverse backgrounds, requiring patience and professional communication
• Responsibility for maintaining workstation organisation and supporting the broader operational team
• This Operations Agent at TLScontact position in Kenya is open to qualified candidates. Click Apply below to submit your application.