Job Description

PLEASE KINDLY NOTE BEFORE APPLYING

• This position is based in BAKU - AZERBAIDJAN ;

• Local contract offered - no freelance contract or expatriation ;

• Fluent in written and spoken English & Azerbaijani - mandatory ;

• Fluent in French is an advantage.

WHO ARE WE ?

CAPAGO is a French provider of outsourcing services for European governments and their diplomatic missions, responsible for financing and managing visa application centers to process their Schengen visa applications.

We currently operate in 10 countries, and welcome more than 250,000 visa applicants each year.

Capago is seeking a dedicated and customer-focused individuals to join and expand our team as Customer Support Agents.

You will be the primary point of contact between Capago and visa applicants, ensuring that every interaction is handled with the utmost professionalism and efficiency.

OF THE POSITION

As a Customer Support Agent you will be the primary point of contact between Capago and the visa applicants, ensuring that every interaction is handled with the utmost professionalism and efficiency.

The main responsibilities of the Customer Support Agent are as follows :

Customer support :

• Respond promptly and professionally to inbound contacts from standard and platinum customers via chats, emails, and phone calls ;

• Proactively engage with customers to understand their needs and preferences, tailoring recommendations accordingly and provide accurate information ;

• Address customer inquiries, concerns, and requests effectively in a friendly and professional manner, striving for first-contact resolution ;

• Assistance/Guidance: Utilise product knowledge to assist applicants in understanding visa application options, requirements, and processes ;

• Maintain a comprehensive understanding of the company's products, services, pricing ;

Account support :

• Access customer accounts to review application history and perform necessary actions, such as updating information or appointment dates ;

• Demonstrate empathy, patience, and attentiveness in understanding and addressing customer needs ;

• Manage complaints by acknowledging escalated issues promptly and with urgency to reassure customers of our commitment to resolving their concern ;

• Commercial focus: Identify opportunities to upsell and promote additional products and services to customers during interactions ;

• Escalate unresolved tickets to the next level of support, take ownership of the escalated issue, assuming accountability for its resolution, even if it requires involvement from other departments or higher management ;

• Collaborate with relevant internal teams or departments to gather necessary information or resources for resolving customers queries.

Outbound Campaigns:

• Execute outbound campaigns aimed at reaching out to applicants and promoting our services ;

• Offer our additional services/products to visa applicants ;

• Conduct interviews with individuals contacted to gather comprehensive information and Insights ;

• Tailor communication to each applicant's specific needs, inquiries, and concerns effectively, presenting our visa application services as solutions to their challenges and emphasizing the benefits to encourage conversions.

Be the guarantor of the brand image of the company:

• Serve as the guarantor of customer support, ensuring that each interaction is characterized by professionalism, empathy, and effective problem-solving to meet and exceed customer expectations ;

• Respect the objectives determined and communicated in terms of response times ;

• Ensure compliance with all legal, regulatory, and company policies and procedures to maintain the integrity of operations, customer interactions and protect the company brand.

REQUIRED SKILLS

The skills required for this position are:

• Be meticulous, pay attention to detail and be accurate in your work ;

• Ability to adapt to changing visa requirements and procedures ;

• Proficient computer skills and the ability to work with document management systems and databases ;

• Able to work effectively in a fast-paced environment ;

• Capable of handling challenging customer interactions with professionalism.

• Clear and effective verbal and written communication to convey information accurately and professionally to customers and colleagues ;

• Ability to attentively listen to customers' concerns, questions, and feedback, demonstrating empathy and understanding ;

• Proficiency in identifying issues, analyzing situations, and finding appropriate solutions to resolve customer inquiries and complaints effectively ;

• Efficiently manage workload, prioritize tasks, and meet performance targets while maintaining quality standards in customer service delivery ;

DIPLOMAS AND EXPERIENCE

• Matric in customer service related field ;

• Tertiary qualifications is an added advantage ;

• Previous customer service experience or in a call centre position is preferred.

PERSONAL SKILLS

• Strong communication skills and empathy ;

• Fluent in English and Arabic - mandatory ;

• French is a big plus ;

• Organisation and autonomy in your daily tasks ;