Passport Advisor – Customer Service Analyst

About the role

The Passport Advisor will join Auxis' managed services team to provide front‑line support for passport and visa inquiries. Working on‑site, you will handle inbound calls, guide customers through application processes, and ensure a high level of satisfaction.

Key responsibilities

• Answer customer calls regarding passport and visa services and meet all KPI targets (efficiency, quality, quantity, NPS).
• Educate callers on required documents, timelines, and checklist items to achieve one‑call resolution.
• Handle upset customers with empathy, offer appropriate upgrades or downgrades, and transfer calls to the correct department when needed.
• Document concerns, suggestions, and survey feedback for follow‑up and trend analysis.
• Notify management of recurring issues and collaborate with other departments during fluctuating workloads.
• Attend scheduled customer‑service and performance meetings and comply with Auxis operational and security policies.

Required profile

• Bilingual proficiency in English and Spanish (C1 level or higher, both oral and written).
• 1–2 years of experience in a customer‑service or call‑center environment.
• High school diploma or equivalent.
• Excellent verbal and written communication skills with a genuine interest in helping customers.
• Polite, tactful, friendly demeanor and strong attention to detail.
• Ability to work on‑site full‑time and adapt to daylight‑saving changes in the Eastern Time Zone.

Required skills

• Proficient use of computer systems and standard software applications.

What we offer

• Dynamic team environment focused on customer satisfaction.
• Opportunities for professional growth within a global managed‑services provider.