Customer Support Agent (m / f / d - 6 months contract - 2 years expe. maximum required

Capago International has been the exclusive representative for the processing of Schengen visa applications on behalf of the French Ministry of Foreign Affairs in South Africa since 2010, in Kuwait since 2012, in Azerbaijan since 2017, in Bénin, Togo, Guinea, Burkina Faso and Mali in 2018, in Sierra Leone in 2021 and in Algeria in 2025.

TO KNOW BEFORE APPLYING

• This position is based in Koweit ;
• Temporary contract offered - 6 months (no freelance contract nor expatriation) ;
• 0 - 2 years of experience required ;
• Fluent in English & Arabic mandatory - written & spoken ;
• French is an advantage.

WHO WE ARE

CAPAGO is a French provider of outsourcing services for European governments and their diplomatic missions, responsible for financing and managing visa application centres to process their Schengen visa applications.

We currently operate in 9 countries and welcome more than 250,000 visa applicants yearly.

As part of our development, we are looking to strengthen our Contact Center department and are looking for an Multicanal customer support agent who is looking for new challenges within a dynamic and human-focused company.

DESCRIPTION OF THE POSITION

The Multicanal Customer Support Agent (CSA) at Capago has the following objectives :

Handling interactions through various channels (chats, emails, phone calls) with standard and platinum applicants.

Identifying cross-selling opportunities and promoting additional services to

convert standard applicants into platinum applicants.

Addressing complaints promptly, escalating unresolved issues, and ensuring follow-up to guarantee applicant satisfaction.

verifying all documents of clients and ensure completion of the applicaiton before submission and within the visa type guidelnes.

Conducting outbound campaigns to promote services and gather information from applicants

Understanding applicants needs to provide personalized and accurate recommendations

Accessing and updating applicant account information (application history, appointment dates, etc.).

Maintaining a high level of professionalism, meeting response timeframes, and ensuring adherence to company policies and legal regulations.

SKILLS

DIPLOMA & EXPERIENCE