Overview
Job Description – Customer Support Representative (Safety) Jobs in Baku, Baku Ekonomic Zone, Azerbaijan at Aceolution
Title: Job Description – Customer Support Representative (Safety)
Company: Aceolution
Location: Baku, Baku Ekonomic Zone, Azerbaijan
Customer Support Representative (Safety)
Job Summary
We are looking for a customer-centric and detail-oriented Customer Support Representative – Safety to provide exceptional support through chat and email channels. The ideal candidate will handle customer inquiries, payment issues, account concerns, and safety-related incidents while ensuring compliance with company policies, regulatory standards, and quality guidelines.
Key Responsibilities.
Customer Support:
- Provide professional and timely customer support via chat and email.
- Handle customer inquiries related to rides, payments, account access, cancellations, and general service concerns.
- Resolve complex customer issues in accordance with company policies.
- Process customer refunds accurately and in line with company guidelines.
- Maintain accurate documentation of customer interactions, investigations, and resolutions in internal case management systems.
- Escalate complex operational or technical issues to the appropriate internal teams.
Safety & Compliance
- Handle safety-related incidents by documenting, investigating, and escalating cases according to established procedures.
- Ensure compliance with company policies, operational procedures, and applicable regulatory requirements.
- Identify and escalate critical safety incidents in accordance with company protocols.
- Maintain data confidentiality while handling customer information.
- Adhere to Quality Assurance (QA) standards and Service Level Agreements (SLAs) to ensure accuracy and consistency.
Required Qualifications
- Bachelor's degree or equivalent work experience.
- 1–3 years of experience in Customer Support, Customer Service, Trust & Safety, or Technical Support.
- Excellent written communication skills with strong grammar and attention to detail.
- Experience providing chat and email support in a fast-paced environment.
- Strong analytical, problem-solving, and decision-making skills.
- Ability to manage multiple customer cases simultaneously while maintaining accuracy.
- Proficiency in CRM platforms, ticketing systems, and Microsoft Office applications.
Preferred Qualifications
- Experience in Customer Support, Trust & Safety, or BPO operations.
- Experience handling safety incidents, compliance reviews, or risk-related cases.
- Familiarity with customer support platforms such as Zendesk, Salesforce, Freshdesk, or similar CRM systems.
Key Skills
- Chat & Email Support
- Trust & Safety Operations
- Case Management
- Compliance & Policy Adherence
- Problem Solving
- Written Communication
- Documentation & Reporting
- CRM & Ticketing Systems
- Attention to Detail
Key Performance Indicators (KPIs)
- Customer Satisfaction (CSAT)
- Quality Assurance (QA) Score
- First Contact Resolution (FCR)
- Average Resolution Time (ART)
- SLA Compliance
- Case Documentation Accuracy
- Compliance & Policy Adherence
- Escalation Quality
- Productivity Targets
