Overview
Customer Experience Specialist Jobs in Tbilisi, Georgia at PASHA Bank Georgia
Title: Customer Experience Specialist
Company: PASHA Bank Georgia
Location: Tbilisi, Georgia
At PASHA Bank Georgia, we offer a collaborative environment with an international team, competitive compensation, flexible working conditions, continuous learning opportunities, and a culture that values both people and performance.
We’re looking for proactive, detail-oriented professionals who take ownership, work well in teams, and are result-driven. Guided by our EVP principles – We Grow Together, We Keep Promises, We Go the Extra Mile – we support your growth and empower you to make an impact.
Major Duties and Responsibilities:
- Monitor and manage day-to-day client interactions, including requests, complaints, and service issues, ensuring a high standard of client experience;
- Follow up with corporate clients at key stages (onboarding, loan processing, issue resolution) to gather feedback, strengthen relationships, and identify recurring pain points;
- Act as the internal voice of the client by ensuring their needs are properly represented and by driving timely resolution of issues in coordination with internal teams, including escalation of critical cases when needed;
- Analyze end-to-end client journeys (onboarding, loan approval, servicing) to identify gaps, delays, and inefficiencies, and drive practical initiatives to improve processes and overall client experience;
- Track client feedback, complaints, and turnaround times in a structured way, identify trends, and provide actionable insights to management;
- Collaborate with internal teams to enhance service quality and client communication, support Relationship Managers, and contribute to the development and implementation of best practices across the organization.
Qualifications Required:
- Education: Bachelor’s degree in Business Administration, Finance, Marketing, or a related field. Master's degree preferred.
- Work Experience: 2-5 years in customer experience, marketing or client-facing roles (Experience working with corporate or medium-sized business clients is preferred);
- Languages: Fluent knowledge of the Georgian language, Knowledge of English language – C1;
Skills and Competencies Required:
- Strong communication, interpersonal and building working relations skills;
- Strong presentation skills;
- Strong analytical and problem-solving abilities;
- Ability to collaborate effectively with the team and other departments;
- Strong organizational skills with attention to detail;
- Proactive and results-driven approach.
Only shortlisted candidates will be contacted. We wish you good luck.
