Job: Head of Customer Care Department at Varks.am Company

Location: JobParser.Models.Location

Category:

Type: Full Time

Deadline: 28-Feb-18 00:00:00

Salary:

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.

Responsibilities
- 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.

RequiredQualifications
- 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.

Benefits

Job URL: iJob.am - Head of Customer Care Department @ Varks.am