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Customer Service Agent

ONEArmenia NGO

Industry: Customer Support, Client Care, Tourism, Hospitality

City: Yerevan

Employment type: Full time

Deadline: 5/31/2022

Work experience: Mid level


The Customer Service Agent will be responsible for providing high-quality customer service by assisting customers with making travel reservations, managing bookings after confirmation, ensuring the smooth operation of booked experiences, and managing feedback after the experience.

Mission: Ensure the success of our relationship with customers throughout all aspects of their customer journey, meeting high service standards and contributing to the smooth operation of our experiences.


  • Respond promptly to customer inquiries by providing relevant information about our products and communicating with customers through various channels.
  • Process orders and transactions
  • Ensure that customers and our partners are prepared for bookings that have been confirmed
  • Manage the internal operations of all experiences in collaboration with our Product Team and partner tour guides
  • Deal with issues, complaints, changes and refunds in a professional and timely manner
  • Share customer feedback with the Customer Experience Manager to contribute to product improvement
  • Keep records of customer interactions, transactions, comments, and complaints.
  • Maintain a positive, empathetic, and professional attitude toward customers at all times.
  • Contribute to developing, creating and updating Standard Operating Procedures (SOPs) and customer service tools
  • Work with our Customer Experience Manager for all the above responsibilities


  • Experience in the tourism industry (ideally as a tour operator or in a hotel, 2+ years)
  • Excellent written and spoken Armenian, English and Russian language skills required (French is a plus)
  • Skills and experience in customer relations
  • Excellent work organization and time management skills
  • Understanding of accounting and finances
  • Passion for maximizing customer satisfaction

Additional Notes

Time Commitment: Full-time, long-term, flexible hours (max. 40 hours per week).
Location: Yerevan, Armenia.

How to apply

Please submit a copy of your CV by May 31, 2022. Interviews will be held in person in Yerevan. Only short-listed candidates will be contacted.

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