Overview

– Analytical skill
– Ability to identify issues and propose practical solutions to improve the service quality
– Customer-centric thinking
– Ability to work under tight deadlines, punctuality
– Multitasking skills
– Excellent verbal and written communication skills
– Ability to work in a team
– Striving for self-improvement
– Observance of confidentiality

Responsibilities:
  • Implement customer service standards monitoring from viewpoint of compliance with the Bank's internal standards
  • Carry out a detailed study of the issues recorded during the monitoring, identify their root causes
  • Assess monitoring results, identify the trends, and submit proposals for functions that need improvement
  • Prepare monthly summary reports
  • Promote and disseminate a customer-centric service culture
Required Qualifications:
  • 1+ years of experience in customer service sphere, and 2+ years of experience in the field of service quality control/monitoring
  • Knowledge of best practice/international standards/ of service quality control/monitoring (desirable)
  • Knowledge of banking products and services (desirable)
  • Average English and Russian language proficiency level ​​(verbal and written)
  • Knowledge of MS Office, work with databases and preparation of reports
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