Back Office Agent

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19 Jun - 15 Jul

Standard

Back Office Agent

Tbilisi

Fernovo

Application information

Email: Career@fernovo.com

Information about vacant position:

Specialization/Specialty: Administration / Business Management Administrative Assistance
Industry / Field: Finance Financial Services
Seniority level: Mid-Level
Schedule: Full-time
Employment form: Fixed-term contract
Work Location: On site
Salary:
Fixed 1800

Employer requirement:

Experience is mandatory:
Seniority level: Mid-Level
Minimal educational level: Incomplete High School, High School, Bachelor
Languages: English

Fernovo is seeking a detail-oriented and customer-focused Back Office Agent to support our customer service operations. The successful candidate will be responsible for handling customer inquiries via email, providing accurate and timely responses using approved templates, and ensuring a high level of customer satisfaction.

Key Responsibilities

Respond to customer inquiries and requests via email in a professional and timely manner, using existing email templates.
Escalate complex or unresolved customer issues to the appropriate department or line manager.
Maintain accurate records of customer interactions and case updates.
Follow internal procedures, service standards, and compliance requirements.
Monitor assigned queues and ensure service level agreements (SLAs) are met.
Identify recurring customer issues and provide feedback to management for process improvements.
Collaborate with other teams to resolve customer concerns efficiently.

Qualifications

Excellent knowledge of English.
Strong attention to detail and organizational skills.
Ability to follow established processes and use predefined templates effectively.
Basic computer proficiency and experience using email and customer support systems.
Ability to manage multiple tasks and prioritize workload effectively.
Customer-oriented mindset with a professional and positive attitude.

Preferred Qualifications