Citizen Service Operator

Job Overview

We are looking for a  Citizen Service Operator  (Job location will be in a given Enrolment Facility located in Armenia), who's   mission is to welcome the Citizen or Resident of Armenia when they arrive at the Enrolment Facility and to offer them a set of identity services depending on the nature of their application (standard, fast track, biometric capture, document delivery, etc.). 

Welcome the Citizen and organize the waiting queue. 

Deliver the enrolment services (biometric capture) and ID document distribution at the Enrolment Facility according to approved procedures and SLAs (Service level agreement) 

Follow and implement all internal registration procedures and report any problems in a timely manner

Act as a person designated by a qualified authority, who has the role of registering the citizen and performing ID card distribution  

Manage and maintain the service point; the materials and equipment, etc. 

Responsible for the physical security of biometric documents at the service point; according to approved procedures

Prepare daily, weekly, and monthly reports and forward them to the Enrolment Department

Create a welcoming environment for all citizens and serve them with kindness and professionalism 

Encourage applicants to express feedback about their experience in getting the services at the Enrolment facility  

During the performance of duties, the company implements internal policies as defined in various approved documents

Perform tasks assigned by law, sub-legal acts, and the company’s internal regulations with professionalism and dedication

The tasks of the  Citizen Service Operator  may be reasonably changed according to operational needs and/or business activities 

Perform receptionist and front-desk duties when required, including greeting visitors, providing initial information, directing applicants, and managing appointment or queue systems

Adherence to strict security and privacy protocols

Nurture a positive working environment within the Enrolment Facility

Customer-oriented with a strong sense of customer engagement

At least 6-months customer support related experience would be a plus

Higher education or at least undergraduate year student

High sense of responsibility in dealing with personal data   

Ability to work under pressure and collaborate smoothly with colleagues in a fast‑paced environment

Excellent verbal and written communication skills in Armenian; proficiency in English and Russian is preferred (knowledge of any additional language is an advantage)

Ability to follow / enforce documented procedures with consistency and accuracy

Proficient computer skills, including a strong command of Microsoft Office tools

Professional, serious and respectful conduct in all work interactions, good team-player 

High level of accuracy in data entry, ensuring error‑free and timely work

Honesty, integrity, and discretion, especially when handling confidential information

For Yerevan service centers, it is mandatory to be flexible to work on a shift schedule (40 hours per week), including Saturdays and Sundays

Willingness to work overtime when necessary

We appreciate the time and interest of everyone who applies. However, due to the high volume of applications we receive, only candidates who are shortlisted will be contacted.

If you do not hear from us within one month of submitting your application, it means that you were not preselected for this position and will not move forward in the recruitment process.

Thank you for your understanding and for considering this opportunity with us.