TITLE: Head of Customer Care Department
START DATE/ TIME: ASAP
DURATION: Permanent, with a probation period of 3 months.
LOCATION: Yerevan, Armenia
JOB DESCRIPTION: Varks.am is looking for a Head of Customer Care Department. The incumbent will direct and oversee the Company's customer service through phone calls, website and social media. He/ she will also organize and direct effective and efficient debt collection process.
- Develop customer care and debt collection procedures and guidelines;
- Consistently improve and lead debt collection process and if deemed necessary cooperate with Security and Legal units;
- Ensure consistent staff development and assessment based on KPIs;
- Monitor and ensure the compliance with RA legislation and CBA legal acts;
- Manage the smooth and efficient workflow, prioritize and delegate the work within the Department;
- Ensure timely and comprehensive answers and solutions to costumer complaints and other questions;
- Oversee and provide customer service and due care via e-mails, online chats, SMS notifications, voice messages (IVR), phone calls and other official pages in a timely and accurate manner;
- Prepare reports based on business needs and management requests, perform systematical analysis and present proposals based on the results.
- Bachelor's or master's degree in Business Administration, Project Management, Public Relations, International Relations, or other related field;
- At least 3 years of working experience in financial institutions, preferably in a managerial position in a customer support area;
- Strong interpersonal skills;
- Fluency in Armenian, English and Russian languages;
- Advanced troubleshooting and multi-tasking skills;
- High time management skills;
- Strong participative and supportive leader skills and ability to coordinate the increasing number of subordinates;
- Stress resistant and self-motivated personality.
APPLICATION PROCEDURES: To apply, please send your CV to: email@example.com . Please, mention the position title ("Head of Customer Care Department") in the subject line of the email, otherwise your application will not be considered.
Please clearly mention in your application letter that you learned of this job opportunity through Career Center and mention the URL of its website - www.careercenter.am, Thanks.
OPENING DATE: 29 January 2018
APPLICATION DEADLINE: 28 February 2018
ABOUT COMPANY: Varks.am is represented by "Varks.am UCO" CJSC which is a finance organization.
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