Back-end Executive

Post-sales client service and operations role responsible for end-to-end processing of assigned visa, passport and related applications—from client onboarding and case verification through documentation, application submission, status updates, processing and final closure.Responsibility• Own each assigned case after sales handover.• Onboard the client and reconfirm where, why, what, dates, requirements and billing.• Collect balance payments before applicable submissions; issue case-specific checklists, samples and formats.• Schedule appointments, create profiles, complete forms, verify documents and process applications accurately.• Coordinate for balance documents, deadlines and difficult documentation; provide practical solutions.• Keep clients updated and follow up until processing is completed.• Ensure completed files are ready at least 24 hours prior wherever applicable.• Follow SOPs for on-hold, cancellation and refund cases and update required mails.• Update CRM on every call, follow-up, document/status change and case milestone.• Monitor official websites, visa centres, embassies/consulates for fee, form, process, rule and location changes; update Core Team promptly.• Support flow of operational updates from Core Team to Sales.• Maintain 100% document/data security and confidentiality.• Identify suitable cross-sell opportunities: passport, name change, urgent/expedited appointments, insurance, itinerary and related services.• Build long-term relationships for repeat business, referrals and reviews.Deliverable• Accurate, timely end-to-end case processing.• Correct forms, profiles, documents, appointments and submissions.• Files ready at least 24 hours prior wherever applicable.• Timely client communication and follow-ups.• Cleared applicable balance payments before submission.• 100% CRM visibility and complete case history.• Zero avoidable escalations caused by negligence, missed documents or process oversight.• Secure document/data handling and high client satisfaction.Tasks & Activities• Case handover → onboarding → reconfirmation → checklist → documents → verification → application → appointment → submission/processing → status tracking → closure.• Share samples/formats and educate clients on correct documentation and corrections.• Follow up through WhatsApp/calls; solve missing-document, deadline and process constraints.• Update CRM immediately after every call, follow-up, document receipt, status change and major action.• Maintain pending-document, application-status and payment-status reports.• Provide reasonable extended-hour support for time-sensitive client requirements.• Study approval/rejection trends and latest process updates to improve quality.• Escalate genuine exceptions promptly and follow SOPs.• Collect feedback/Google reviews and maintain the relationship for repeat/referral business.