Customer Support Agent - Passport Services (Voice)

About the role

HelloGov AI and iVisa have combined into one global team supporting passport and travel visa services. iVisa is expanding in Colombia and is building a new team to support English-speaking customers with their passport applications by phone. The position is remote, with fixed working hours aligned to U.S. business hours (8am to 5pm Colombia time, Monday to Friday), and covers U.S. business days, which may not coincide with Colombian holidays.

Key responsibilities

• Call scheduled customers at their booked appointment times and guide them through their passport applications
• Explain requirements, documentation, timelines and next steps clearly
• Resolve customer questions and issues during the call, handling frustrated or concerned callers calmly and professionally
• Escalate cases appropriately and own each case from start to resolution, including follow-ups
• Document every interaction accurately in the CRM and share insights on recurring issues
• Monitor performance against KPIs such as CSAT, QA scores and response times

Required profile

• Near-native (C2) spoken English, assessed in a recorded assessment and a live roleplay; strong written English for documentation
• At least 1 year of customer service experience, with meaningful phone-based experience
• Ability to communicate clearly with U.S. customers and understand fast speakers, regional accents and elderly customers
• Comfortable working a fixed schedule and adjusting by one hour for daylight saving time
• Stable internet (minimum 50 Mbps download, 10 Mbps upload, wired connection preferred), quiet workspace and backup connectivity

What we offer

• Remote position based in Colombia with a fixed, predictable schedule
• The chance to join a new Colombia-based team from the beginning
• Professional development and career growth opportunities