Customer Complaints Specialist

Job Description:

Evoca is looking for a Customer Complaints Specialist who will be responsible for overseeing the maintenance of service culture and standards, managing customer complaints and suggestions, as well as supporting the implementation of measures aimed at improving service quality.

What benefits will you receive:

We strive to create a work environment that promotes employee growth and development. By joining the Evoca team, you will receive:

• medical insurance,
• travel insurance,
• preferential conditions for Evoca products and services,
• holiday and year-end bonuses,
• bonuses for marriage or the birth of a child,
• paid days off,
• sports package,
• English language courses,
• wide opportunities for continuous education and development (participation in international conferences, business trips abroad, the opportunity to obtain international certifications and study at the world's best universities).

Job Responsibilities:

• receiving, studying, and managing the process of official and unofficial complaints submitted by customers,
• identifying and analyzing problems arising from the study of complaints, and developing and implementing appropriate measures aimed at their resolution,
• overseeing the maintenance of service standards and culture, conducting ongoing monitoring and audits,
• ongoing monitoring of contact center phone calls, call listening based on customer ratings, and monitoring service quality,
• ongoing monitoring and supervision of correspondence received from customers through communication platforms defined by the bank,
• providing professional and methodological support to service employees to improve the quality of customer service,
• performing other assignments given by the department head.

Requirements:

• higher education in economics or finance,
• at least two years of work experience in the financial-banking sector,
• good knowledge of PC and MS Office programs,
• ability to work effectively in a team, professionalism, and a high sense of responsibility,
• excellent knowledge of Russian and English.

How to apply:

Please send your curriculum vitae (CV) to the email address cv@evoca.am, specifying "Customer Complaints Specialist" in the subject line.