Location: Bravo head office 

Department: CRM 

Reports to: Customer Experience 

Manager Direct reports: Call Center Coordinator 

Summary and Purpose of Role: Call Center Agent should solve customer issues, complaints and inquiries; keeping customer satisfaction at the core of every decision and behavior. 

Job Role Responsibilities: 

• answer calls and respond to emails, whatsapp messages 
• handle customer inquiries both over the phone, by email and via whatsapp 
• research required information using available resources 
• manage and resolve customer complaints 
• provide customers with product and service information 
• enter new customer information into system 
• update existing customer information process orders, forms and applications 
• identify and escalate priority issues 
• route calls to appropriate resource 
• document all call information according to standard operating procedures 

Position Qualification Knowledge: 

• Bachelor’s degree in business administration/marketing/economics 
• Azerbaijan, Russian, English languages are required 
• Microsoft Office programs, Outlook 

Skills: 

• verbal and written communication skills 
• listening skills 
• problem analysis and problem solving
• customer service orientation organizational skills 
• attention to detail 
• adaptability team work 
• stress tolerance 

Working Conditions and Physical Effort 

Shift work 

Clear speech 

Those who are interested can send their CV or Resume to hr2@azerbaijansupermarket.com with “Call center agent” in subject.