Customer Service Quality Management Specialist

Role description:

Customer Service Quality Management Specialist will be responsible for managing customer complaints and ensuring customer service quality betterment․

What will you gain?

We are committed to ensuring everyone can flourish in their roles by creating a working environment that supports wellbeing and provides a generous benefits package, a wide range of career and personal development opportunities. By joining Evoca, you will get:

• health insurance;
• travel insurance;
• favorable terms of Evoca products and services;
• holiday and year-end bonuses;
• bonuses on marriage, birth of a child;
• paid days off;
• sport package;
• English language trainings;
• large opportunities for continuous learning and development (participation in international conferences, business trips abroad, opportunities to get international certifications and study in top universities worldwide).

What will you be doing?

• register formal and informal customer complaints and ensure appropriate course of action;
• study customer opinion, evaluate customer service satisfaction;
• introduce new service employees with the service culture and standards through training and mentorship;
• conduct checkings to ensure proper level of service skills and knowledge of the service staff;
• research to improve the quality of customer service, identify issues and present solutions, perform other task assigned by supervisor.

What skills are we looking for?

• university degree in economics, management or relevant fields;
• at least 2 years of work experience in Customer Service in the financial-banking sector;
• at least 1 year of experience in Service control or Complaint management;
• excellent knowledge of AS Bank program;
• ability to identify and solve problems;
• time management skills;
• ability to quickly navigate the situation and set priorities;
• Initiative and sense of responsibility;
• excellent communication and negotiation skills;
• presentation skills and ability to work with an audience;
• good knowledge of English and Russian.

How to apply?

Please send your CV to [email protected] by indicating "Customer Service Quality Management Specialist" in the subject line of the e-mail.