Customer Care and Resolution Specialist

Role description:

Evoca is seeking a Customer Care and Resolution Specialist who will be responsible for monitoring adherence to service culture and standards, managing customer complaints and suggestions, as well as supporting the implementation of measures aimed at enhancing service quality.

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?

• receiving, investigating and managing formal and informal customer complaints;
• identifying and analyzing issues arising from complaint investigations and developing and implementing appropriate measures aimed at their resolution;
• monitoring adherence to service standards and culture and conducting ongoing monitoring and audits;
• conducting ongoing monitoring of contact center phone calls, call evaluations based on customer feedback and service quality control;
• ongoing monitoring and oversight of correspondence received from customers via communication channels established by the Bank;
• providing professional and methodical support to service employees aimed at improving customer service quality.
• performing other tasks assigned by the Head of Division.

What skills are we looking for?

• higher education in economics or finance;
• At least two years of work experience in the banking/financial sector;
• strong proficiency in AS-Bank and MS Office programs;
• ability to work effectively in a team, high level of professionalism and responsibility;
• good command of Russian and English.

Please send your CV to [email protected] by indicating "Customer Care and Resolution Specialist" in the subject line of the e-mail.