Female Inbound Calling Agent / Schengen Visa Expert

Trivon Group is seeking a dedicated Female Inbound Calling Agent with expertise in Schengen Visa regulations to join our customer service team located in Mughalpura, Lahore. This full-time position requires working UK shift timings and managing inbound calls with professionalism and efficiency. The ideal candidate communicates fluently in English, has at least one year of experience, and thrives in a fast-paced, customer-focused environment. Additionally, the role includes leading a team of four agents, ensuring high-quality service delivery and consistent team performance. In this role, you will serve as the primary point of contact for customers seeking information about Schengen Visa regulations and related inquiries. You will handle calls politely and accurately while maintaining detailed records and following company policies. Your leadership responsibilities encompass training, coaching, and motivating your team to meet service standards, contribute to performance improvements, and foster a positive work atmosphere. This is an excellent opportunity to develop both your customer service and team management skills in an international business setting.
Responsibilities

Handle incoming customer calls related to Schengen Visa inquiries professionally and efficiently.
Provide accurate and detailed information about Schengen Visa regulations, application procedures, and requirements.
Maintain a high standard of communication skills to ensure clear, polite, and effective interactions with customers.
Collaborate with customers to understand their concerns and provide appropriate solutions or guidance.
Lead and manage a team of four inbound calling agents by providing training, support, and performance feedback.
Monitor team performance and ensure adherence to company policies, procedures, and quality standards.
Maintain accurate data entry and documentation of all customer interactions and visa-related information.
Ensure timely follow-up on customer queries and maintain a positive relationship with clients.
Contribute to continuous improvement initiatives by identifying process challenges and proposing solutions.
Work consistently according to UK shift timings with punctuality and a responsible work ethic.
Promote a customer-centric culture within the team to deliver a seamless and positive customer experience.
Support career development for team members by identifying training needs and facilitating skill enhancement.
Coordinate with other departments as needed to resolve customer issues and ensure accurate information flow.
Adhere strictly to confidentiality and data protection protocols when handling sensitive customer information.