Overview
We are looking for a Citizen Service Operator (Job location will be in a given Enrolment Facility located in Armenia), who’s mission is to welcome the Citizen or Resident of Armenia when they arrive at the Enrolment Facility and to offer them a set of identity services depending on the nature of their application (standard, fast track, biometric capture, document delivery,etc.).
- Welcome the Citizen and organize the waiting queue.
- Deliver the enrolment services (biometric capture) and ID document distribution at the Enrolment Facility according to approved procedures and SLAs (Service level agreement)
- Follow and implement all internal registration procedures and report any problems in a timely manner
- Act as a person designated by a qualified authority, who has the role of registering the citizen and performing ID card distribution
- Manage and maintain the service point; the materials and equipment, etc.
- Responsible for the physical security of biometric documents at the service point; according to approved procedures
- Prepare daily, weekly, and monthly reports and forward them to the Enrolment Department
- Create a welcoming environment for all citizens and serve them with kindness and professionalism
- Encourage applicants to express feedback about their experience in getting the services at the Enrolment facility
- During the performance of duties, the company implements internal policies as defined in various approved documents
- Perform tasks assigned by law, sub-legal acts, and the company’s internal regulations with professionalism and dedication
- The tasks of the Citizen Service Operator may be reasonably changed according to operational needs and/or business activities
- Perform receptionist and front-desk duties when required, including greeting visitors, providing initial information, directing applicants, and managing appointment or queue systems
- Adherence to strict security and privacy protocols
- Nurture a positive working environment within the Enrolment Facility
- Higher education or at least undergraduate year student
- High sense of responsibility in dealing with personal data
- Ability to work under pressure and collaborate smoothly with colleagues in a fast-paced environment
- Excellent verbal and written communication skills in Armenian
- Ability to follow / enforce documented procedures with consistency and accuracy
- Proficient computer skills, including a strong command of Microsoft Office tools
- Professional, serious and respectful conduct in all work interactions, good team-player
- High level of accuracy in data entry, ensuring error-free and timely work
- Honesty, integrity, and discretion, especially when handling confidential information
- For Yerevan service centers, it is mandatory to be flexible to work on a shift schedule (40 hours per week), including Saturdays and Sundays
- Willingness to work overtime when necessary
- At least 6-months customer support related experience would be a plus
- Proficiency in English and Russian is preferred
- Knowledge of any additional language is an advantage
- Customer-oriented with a strong sense of customer engagement
- Microsoft Office
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