• Manage, monitor and investigate all complaints/incidents received from Group companies through designated channels within a defined process;
• Monitoring the key performance indicators of the contact center on a daily basis and making the appropriate referrals in the event of problems;
• Control of discrepancies and planned work notifications related to information and network technologies;
• Ensuring process compliance within established criteria;
• Adhering to information security procedures;
• Resolving complaints and enquiries;
• Monitoring system notifications;
• Improving knowledge and skills;
• Quality control on a daily basis;
• Roaming usage control;
• To execute assigned tasks in compliance with the procedures/policy/instructions. 

• Secondary or higher education;
• Knowledge and experience of mobile operators and fix services;
• Minimum of 6 months experience in customer service;
• Language skills: Azerbaijani - excellent, Russian - Excellent, English - intermediate; 
• Office Programs (MS Excel, MS Word, MS Outlook, MS Power Point);
• Collaboration, reliability and ethical behaviour;
• Decision making, responsibility, creative thinking, accuracy;
• Working under pressure, analysing challenging situations and decisions, managing incidents in challenging situations, working with problem customers;
• Strategic thinking, taking control of the situation, management of company interests, customer orientation;
• Time management. 

Deadline to apply: 30.04..2025