We are looking for a part-time Visa Application Center (VAC) Agent in Solna

Teleperformance är världens ledande leverantör av outsourcing CRM och kundservice. Vi
erbjuder överlägsna resultat i att hantera företags kundservice och teknisk support. Teleperformance
grundades i Paris, Frankrike 1978 och är ett globalt företag med en närvaro i 62 länder med mer än
185.000 anställda på 270 kundservicecenter. Som en del av Teleperformance-gruppen består
Teleperformance Nordic AB av 7 kontor i Norden med 1500 anställda. För mer info besök www.
teleperformance.com , www.teleperformancecareer.com .



We are looking for a part-time Visa Application Center (VAC) Agent.

The working days will be from Monday till Wednesday (24 hours per week) starting in November 2014. The Visa Application Centre Agent has the responsibility for handling Visa Applications in accordance with the Company processes. Your Key Responsibilities will be:

1. Handle day-today Visa Applications in compliance with Standard Operations Procedures – greeting customers, supporting completion and checking of applications, obtaining biometric data and other documentation
2. Following an established and defined filing and administration process, guided by a computer-based system
3. Ensure engagement with applicants, provide a first-class service and positive customer experience
4. Flag to VAC Management/Supervision applications that may give rise to concern
5. Handle customer complaints assertively, and efficiently
6. Handle problem customers assertively and diplomatically
7. Support VAC initiatives to support the ongoing improvement of business performance
8. Support colleagues to develop and implement continuous improvement initiatives


Essential Requirements

1. General education to higher secondary school level, including qualification in Maths
2. Robust knowledge of customer service techniques and principles
3. Demonstrable experience in a customer service role engaging direct liaison with the public
4. Working in a fast-paced and at times highly pressured environment
5. Competent technology skills in particular with MS Office
6. Have good understanding in Swedish, and with good written and spoken English communication skills with an ability to articulate complex situations into precise and easily understandable language
7. Excellent personal time management and organisational skills
8. A can do attitude and willingness to go the extra mile when required
9. Self-motivated
10. Patient, professional and with a stable personality
11. Resident within easy commuting distance from the VAC location
12. Available to work extended hours from time to time, and at short notice
13. Able to demonstrate a clean criminal record, in accordance with the vetting/declaration process of the base country location.

Desirable Requirements

14. Experience in a Public Sector / Government client working environment / Visa Application Business
15. Experience of working abroad and / or in an international organisation

Who we are:

Teleperformance is the worldwide leader in Customer Experience management and Contact Centre business process outsourcing. Teleperformance Contact and TLS Contact are Teleperformance businesses delivering major Government contracts managing Visa Applications and Visa Application centres. In 2013 our business secured a new contract with the UK Government’s Visa and Immigration department managing two regions (EuroMed and Africa) for its ‘NGOV’ project. This includes an annual visa application volume of 1.1m, spread across 82 countries and 109 locations, managing visa applications for any staff requiring visas to visit the United Kingdom.
We offer:

24 hours per week (Monday, Tuesday, Wednesday)
Salary: 11000SEK/month
A monthly bonus program
A nice and interesting working environment
Interested?

Please apply by submitting your CV with picture and motivation letter in English