Position Title :

Structural unit:

Customer Care Directorate

Key Responsibilities:

·       Organize and oversee the daily operations of the Call Center team.

·       Prepare employee schedules and monitor attendance.

·       Allocate workloads efficiently in accordance with professional standards, while monitoring the daily Service Level.

·       Optimize existing operational procedures and workflows.

·       Conduct call monitoring and reviews to identify deficiencies and errors in service delivery.

·       Implement corrective actions to address identified errors and contribute to the continuous improvement of service quality.

Education:

·       University degree   

Qualifications & Skills:

• At least 2 years of experience in customer service.
• Excellent time management skills.
• Strong ability to resolve issues quickly and effectively.
• Analytical thinking, adaptability, and innovative mindset.
• Ability to work effectively under pressure, punctuality, and strong attention to detail.
• Ability to manage multiple projects and tasks simultaneously and effectively.
• Strong customer-oriented approach.
• Excellent organizational skills and a high level of responsibility.
• Knowledge of relevant professional software will be considered an advantage.
• Excellent command of Armenian and sufficient knowledge of English and Russian.
• Excellent computer skills, including proficiency in MS Office tools (Excel, Word, and PowerPoint).
• Willingness to work according to a variable work schedule.

Working experience:

·       At least 2 years of experience in customer care.   

Package of Benefits:

·       Health Insurance;

·       Corporate Mobile Service with monthly limit;

·       Six paid day-offs annually;

·       Attractive discounts and benefits from various entities and sport clubs;

·       Corporate events and parties.