Grievances Officer – Immigration Services (Schengen Documentation & Client Relations)

Position Overview

We're looking for a Grievances Officer who will play a dual role — managing client grievances with empathy and efficiency, and overseeing documentation processes for visa applications to Schengen countries. You’ll be the critical bridge between client satisfaction and operational excellence.

Key Responsibilities

Grievance Management

Act as the primary point of contact for client concerns, complaints, and escalations.

Investigate and resolve client issues in a timely and professional manner.

Maintain a grievances log and generate regular reports on recurring issues or improvement areas.

Liaise with internal teams to ensure client satisfaction and process improvements.

Follow up with clients to ensure resolution and collect feedback.

Schengen Documentation & Visa Support

Guide clients through the complete documentation process for Schengen visa applications

Review, verify, and organize documents as per embassy/consulate requirements.

Assist in completing application forms and preparing cover letters and appointment scheduling.

Stay updated on changes in visa rules and documentation requirements for Schengen countries.

Ensure 100% accuracy and compliance with immigration guidelines.

Qualifications & Skills

Bachelor’s degree or equivalent.

Minimum 1+ years of experience in immigration services, client service, or related field.

Excellent communication and interpersonal skills.

Empathetic, patient, and solution-oriented.

Organized, detail-oriented, and able to manage multiple cases efficiently.

Job Types: Full-time, Permanent, Fresher

Pay: ₹15,000.00 - ₹40,000.00 per month

Work Location: In person