Service Center Representative - Immigration

Job description / Role

Overview:

We are seeking Service Center Representatives to serve as the first point of contact for internal clients and employees, delivering frontline support and effectively managing inquiries related to immigration services. These roles require a basic understanding of UAE immigration and Ministry of Human Resources and Emiratization (MoHRE) procedures. The representatives will be responsible for handling service requests, managing communications, and ensuring a positive and efficient service experience.

Job Description:

• Serve as the initial point of contact for client or employee inquiries, providing prompt, courteous, and accurate assistance.
• Address general immigration-related queries and escalate more complex matters to the relevant management or department when necessary.
• Offer information and guidance on available immigration support services and resources.
• Demonstrate familiarity with UAE immigration and MoHRE procedures, such as visa applications, labor contracts, and related documentation.
• Utilize the ServiceNow/CSM platform (or equivalent service management tools) to log, track, and manage service requests.
• Ensure adherence to service level agreements (SLAs) by prioritizing and resolving multiple requests efficiently.
• Follow up with clients/employees to confirm issue resolution and maintain a high level of customer satisfaction.
• Maintain detailed, organized, and up-to-date records of all service interactions and documentation.
• Manage incoming email communications and ensure timely, professional responses.
• Support front-desk operations, handle high foot traffic, and provide solutions for a wide range of service issues.
• Maintain organized filing systems to facilitate easy information retrieval.
• Ensure the confidentiality of sensitive data and handle all information with professionalism and discretion.
• Participate in continuous improvement initiatives and contribute ideas for enhancing overall service center efficiency.

• Minimum 3 years of experience in a customer service or administrative support role, preferably in immigration or HR services.
• Basic knowledge of UAE immigration regulations and MoHRE procedures is required.
• Experience working with service request platforms is an advantage.
• Excellent communication and interpersonal skills, with a client-centric mindset.
• Strong organizational skills and ability to manage multiple tasks simultaneously.
• High level of accuracy, attention to detail, and commitment to confidentiality.
• Proficient in Microsoft Office Suite and comfortable with digital record-keeping systems.

Salary:
AED 5,000 to 6,000 per month inclusive of fixed allowances.

About the Company

Aswaar Consulting is a professional services firm founded in 2014 and specializing in business and financial advisory. Our key service lines are Assurance, Business Process Outsourcing and Support Services, Tax Compliance, and Corporate Finance.

Our partners come from rich professional backgrounds in the big four audit firms, banking, and the manufacturing industry. Each partner brings decades of expert experience to ensure high-quality advice to our clients.