Quality Control and Customer Service / Specialist

"PASHA Capital", the country's leading investment company, is committed to providing the best customer experience by enabling extensive access to both local and international financial markets for its partners.

Quality Control and Customer Service Specialist ensures product quality and provides exceptional service to customers.

Responsibilities:

• Receiving complaints and suggestions addressed to the investorcare email for the website www.pashacapital.az used by the company;
• Ensuring the receipt of complaints and suggestions addressed through other channels by relevant structures to facilitate the implementation of corresponding actions;
• Ensuring the execution of daily tasks within agreed timeframes, at a high level, and in accordance with approved rules and procedures;
• Implementation of all necessary procedures to maintain the confidentiality of customer records and all customer-related information;
• Presenting to senior management any complaints related to potential fraudulent activities when identified;
• Providing feedback on complaints and suggestions received within a maximum of 3 (three) business days;
• Sharing information with the Internal Audit Specialist in case of necessity for special investigations, and informing the customer if additional time is required for the investigation period;
• Preparation and submission of the complaint register in a monthly report format in accordance with Central Bank requirements;
• Conducting weekly analyses of the quality of incoming calls and presenting them to management for review;
• Timely identification of customer complaints and registration with the relevant structural departments;
• Adhering rigorously to the company's internal regulations, processes, policies, instructions (including the Internal Discipline Instruction, Conflict of Interest Policy), and bearing responsibility for their violation;
• Achieving semi-annual and annual targets set by the company and accepted by the employee;
• Carrying out other verbal and written instructions given directly by the management.

Requirements:

• Education: Bachelor's degree in Economics or related field
• Required work experience: minimum 1-3 years in the relevant field
• License / Certificate: - ISO 10002:2022
• Foreign languages: English (advanced level), Russian (advanced level), Azerbaijani (advanced level);
• Computer skills: Microsoft Office (Excel, Word);
• Product knowledge: Familiarity with relevant internal policies and procedures, knowledge of the investment company's products and services, understanding of relevant legislation;
• Other requirements: Ability to prepare reports, strong communication skills, conflict resolution skills, innovative thinking, and self-development skills.