Vision Fund AzerCredit LLC is seeking a Customer Service Officer for its Head Office.

Vision Fund AzerCredit LLC (AzerCredit) helps develop the economy of Azerbaijan by providing credit to small entrepreneurs so that they can grow their businesses and improve their economic situation. AzerCredit is one of the largest micro-credit organizations in Azerbaijan. As an employer, the company is investing in its human resources through contemporary trainings and providing excellent working atmosphere and building staff capacity in order to plant the seeds of more successful future. Moreover, staff members usually become the main taskforce, which brings innovation, as frequent focus groups with staff are conducted to brainstorm and gather their thoughts and ideas. AzerCredit is currently seeking a Customer Service Officer for its Head Office.

Purpose of the position:

As an institution, VF AzerCredit understands the role of client satisfaction in building a sustainable and respectable organization. For the years to come, customer service will be one of the core strategic directions for AzerCredit, which will ensure client loyalty and keep stable image of AzerCredit as a client oriented, client friendly organization, resulting in continuous growth of the MFI. Thus, AzerCredit is currently seeking a Customer Service Officer to be a part of Marketing and Product Development Department.

Primary Duties and Responsibilities:

• Understands and supports AzerCredit values, culture and objectives;
• Being a part of Marketing & Product Development Department supports efforts in the area of CRM;
• Develops Customer Grievance/feed-back system, policies, and procedures;
• Develops tools to identify customer satisfaction with products/services and methodologies;
• Develops exit client surveys;
• Ensures buy-in of field staff and back office into principles of both external and internal customer service;
• Provides on-going trainings to staff on new developments in the area of customer service;
• Implements monitoring of CRM systems developed;
• Collects and analyzes feedback from clients through all feedback systems developed. Reports on finding and gives necessary recommendations;
• Develops necessary initiatives for improving client loyalty and satisfaction to reduce client drop-out;
• Help integrate customer service into the brand, product strategy and overall delivery mechanisms

Successful candidates should meet the following criteria; qualifications, knowledge and technical skills:

• University degree in Economics/Management/Business Administration;
• Good understanding of CRM and customer service in a strategic marketing framework;
• Experience in the area of customer service. Preferably 2 years of experience in Customer Service in financial industry (banks/MFIs);
• Good communication skills in Azerbaijani and English are essential. Knowledge of Russian is preferred;
• Good command of MS Office applications;
• Must be a team player, nevertheless be a self-starter who can take initiative;
• Ability to provide critical thinking;
• Openness to new ideas and ability to generate them;
• Ability to express himself and present clearly;

Vision Fund AzerCredit works in a competitive environment and seeks dynamic candidates who enjoy taking initiative and improving performance. Candidates are required to submit the Application Forms that clearly explain their interest in the position until March 31, 2010 (  ).

Please indicate the name of the position you are applying for in the subject line of the application email. Otherwise the candidacy will not be considered in the review process of the applications collected.

Please be advised that only shortlisted candidates will be invited to the further stages of the recruitment procedure (test & interview).

E-mail: hr@azercredit.az;
Fax: (994 12) 440 14 71;