Peninsula Visa & Passport Service On-Site Front Desk Customer Support Specialist (Visa & Passport Services) San Jose, CA · Full time

Apply for On-Site Front Desk Customer Support Specialist (Visa & Passport Services)

Join our team at Peninsula Visa and become the welcoming face of our San Jose office. Your dedication and guidance will help travelers navigate the complexities of visa and passport processes with confidence. If you’re ready for an on-site, front desk position where you can make a tangible impact from 8:00 AM to 5:00 PM, we want to hear from you!

About the Role

We are seeking an On-Site Front Desk Customer Support Specialist who will serve as the friendly face of our San Jose office. In this role, you will be stationed at our front desk for the entire workday, greeting and assisting clients in person, over the phone, and via email. Your primary focus will be guiding clients through visa and passport application processes, while leading a team of agents and support staff. You’ll train and mentor your team, ensuring top-notch service delivery and consistently updating clients on their application progress.

If you thrive in a client-facing, fast-paced environment and are ready to provide an exceptional in-person experience, this position is for you.

Key Responsibilities

Front Desk Reception & Assistance

• Welcome and assist walk-in clients promptly and professionally
• Initiate work orders for clients who visit, call, or engage online
• Collect and manage client billing and shipping information

Client Communication

• Communicate application requirements via email and phone
• Provide regular status updates to clients on visa and passport applications
• Answer phone inquiries regarding visa and passport-related questions

Process Guidance & Support

• Explain fees and processing times to clients
• Ensure clients understand each step of their application process
• Offer constructive feedback and training to team members to enhance service quality

Collaboration & Innovation

• Work closely with team members to drive service improvements
• Participate in business development initiatives within the agency
• Provide additional support to maintain smooth, efficient operations

Skills & Competencies

Front Desk & Customer Service Expertise

• Comfortable sitting at a reception area and interacting with clients in person throughout the workday
• Polished communication skills (in person, phone, and email)
• Professional appearance and demeanor

Leadership & Collaboration

• Strong ability to train and mentor team members

• Effective teamwork and conflict-resolution skills

• Organization & Resilience

• Excellent time management and multitasking capabilities

• Ability to work calmly under pressure and handle a variety of client needs

• Technical & Language Proficiency

• Solid computer skills for data entry and email communication

• Proficient in English (verbal and written)

• Capacity to accurately follow instructions

Education & Experience

• High School Diploma (or equivalent)

• Prior Customer Service Experience

• Familiarity with phone and computer-based tasks

Join our team at Peninsula Visa and become the welcoming face of our San Jose office. Your dedication and guidance will help travelers navigate the complexities of visa and passport processes with confidence. If you’re ready for an on-site, front desk position where you can make a tangible impact from 8:00 AM to 5:00 PM, we want to hear from you!