Специалист по операциям (обслуживание клиентов)

Company Description "YIĞIM" Payment Services is a leading fintech company in the Azerbaijan market, focused on transforming the payments industry with high-tech, user-friendly solutions. The company offers a comprehensive coverage network that spans bill payment kiosks across the country, popular mobile and web payment channels, and payment acceptance on clients’ own websites and mobile applications. "YIĞIM" provides PCI DSS certified bank card payments to ensure secure and reliable transactions. The team is committed to exceptional customer service, offering 24/7 support and building long-term partnerships with clients. YIĞIM continuously improves its services to meet evolving business needs and invites talent to join its mission to revolutionize payments.

Role Description The Customer Support Specialist is a full-time, on-site role based in Baku, responsible for handling customer inquiries, requests, and complaints while ensuring timely and high-quality support throughout the payment process. This role involves monitoring payment transaction statuses, managing refund and chargeback requests, and coordinating with internal teams, processing centers, issuer banks, and other payment partners to resolve operational and technical issues. The Customer Support Specialist is also responsible for maintaining accurate records, preparing operational and customer-related reports, monitoring service quality, and ensuring that customer requests are handled within agreed Service Level Agreements (SLAs).

Qualifications

• Strong communication and customer service skills, with the ability to handle customer inquiries and complaints professionally.
• Basic knowledge of payment operations, banking processes, refunds, and chargebacks.
• Strong analytical and problem-solving skills, with attention to detail.
• Ability to analyze operational and technical issues and coordinate effectively with relevant teams to ensure timely resolution.
• Ability to communicate and collaborate professionally with processing centers, issuer banks, and other payment partners.
• Strong written and verbal communication skills.
• Proficiency in MS Office and relevant information systems.
• Ability to work in a fast-paced environment, prioritize tasks, and manage multiple requests effectively.
• Fluency in Azerbaijani and Russian is required; proficiency in English is an advantage.
• Previous experience in banking, fintech, payment systems, customer service, or operations is preferred.
• Minimum 1 year of relevant work experience is considered an advantage.
• Relevant university degree is required.