“PASHA Bank” OJSC is seeking for Associate job vacancy in Service Quality Assurance Division of Organizational Development & Quality Assurance Department on temporary basis
ABOUT BANK
PASHA Bank is one of Azerbaijan’s leading corporate banks. Established in 2007, we offer all major financial services, including investment banking, trade financing and asset management to a range of clients, from large corporates to small and medium enterprises. The Bank works particularly closely with companies operating in the non-oil sectors of the economy, including agriculture, transportation, construction and retail, which are vital for helping Azerbaijan to diversify its economy.
MAIN ROLES & RESPONSIBILITIES
Maintaining the complaints management system of the Bank in terms of its operational functioning and its compliance with regulatory requirements
Support senior staff in customer service quality surveys development, coordination of communication with relevant departments during survey distribution
Collects and accumulates customer feedback through call center, digital channels and other touch-points, conducts analysis and proposes improvement recommendations
Developing regular and ad-hoc reports on customer feedback and complaints and resolution actions
Assisting senior staff in designing service standards, SLAs and other relevant documentation
Assisting senior staff in data collection and preparation for analysis
Working with process owners on complaints resolution and other issue resolutions and service recovery activities
Conducts branch monitoring: service environment and delivery, customer interactions, conditions of exteriors & interiors, dress code and other quality standards.
Analyses error transactions in branch work, support functions deliveries and proposes quality improvements.
Consolidation and systematization of received customer feedback through all channels (evaluated calls, after call transactions, customer complaints, internal SLAs and internal customer surveys, etc.)
Execution of all functions in the unit in compliance with the relevant internal and external regulations
EXPERIENCE
• Minimum 1 years’ experience in Customer Service.
QUALIFICATIONS
• Bachelor degree
SKILLS
• Analytical skills;
• Attention to detail;
• Logical reasoning;
• Time management;
• Working under pressure;
• Fluent in English and Russian. Fluency in Azerbaijani is a must;
Candidates are requested to send their Application Forms/CVs to [email protected] until December 25, 2017.Please indicate the name of the position (Associate) you are applying for in the subject line of the email. Otherwise, the candidacy will not be considered in the review process of the applications collected.
Please be advised that only shortlisted candidates will be invited to the further stages of the recruitment process.
