Contact Center processes specialist / Guest Relations Division
- Azerbaijan Tourism Board
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Elanın qoyulma tarixi: 26.04.2021Vakansiyaya müraciət tarixi bitmişdir.
İşin təsviri
Duties:
• Define and document process and procedures in regard with contact center service delivery operations and standards
• Write the knowledge base on the base of collected service and product-related information from relevant stakeholders
• Collaborate with stakeholders to keep the knowledge base and operational processes updated
• Coordinate with line managers of contact center and service points to define their needs and requests for the knowledge base, process and procedures, training for operators necessary for service quality excellence
• Design and produce learning/guiding/training materials and conduct a training session for service operators concerning a new product and service to keep awareness
• Design and produce learning/guiding/training materials for contact center service operators
• Continuously develop processes and knowledge base to improve contact center service quality
Requirements:
• Minimum 2-year experience in Customer Services as Process development or Knowledge base management role.
• Experience in document preparation.
• Training skills necessary to conduct session for service operators
• Strong verbal and written communication skills in Azerbaijani, English, and Russian languages
• Analytical skills necessary to work with collected data, inputs, and approaches from stakeholders
• Excellent knowledge of computers: MS Office, presentation, process mapping
• Proficiency in web-based applications
Candidates are requested to send their CVs to [email protected] until 27.05.2021.
Please indicate the name of the position (Contact Center processes specialist) you are applying for in the subject line of the email. Please be advised that only shortlisted candidates will be contacted for the further stages of the recruitment process.
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