Customer Care Senior Specialist

We are looking for a Customer Care Senior Specialist for our partner HayPass whose mission is to welcome the Citizen of Resident of Armenia when they arrive at the Enrolment Facility and to offer them a set of identity services depending on the nature of their application (standard, fast track, biometric capture, document delivery,etc.).

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HayPass is the company which entered into public private partnership with the Armenian Government to implement the new biometric ID management infrastructure and ID card project.

HayPass will then operate the infrastructure and deliver ID Services to the Citizen of Armenia (on

behalf of the Ministry of Internal Affairs) for the next 11 years.

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Primary Responsibilities​

• Welcome the Citizen and organize the waiting queue.

• Deliver the enrolment services (biometric capture) and ID document distribution at the Enrolment Facility according to approved procedures.

• Follows and implements all internal registration procedures and reports any problems in a timely manner.

• Act as a person designated by a qualified authority, who has the role of registering the citizen and performing ID card distribution

• Manages and maintains the service point; the materials and equipment, etc.

• Responsible for the physical security of biometric documents at the service point; according to approved procedures.

• Prepares daily, weekly, and monthly reports and forwards them to the Enrolment Department.

• Creates a welcoming environment for all citizens and serves them with kindness.

• Encourage applicants to express feedback about their experience in getting the services at the Enrolment facility.

• During the performance of duties, the company implements internal policies as defined in various approved documents.

• Performs tasks assigned by law, sub-legal acts, and the company’s internal regulations with professionalism and dedication.

• Perform receptionist and front-desk duties when required, including greeting visitors, providing initial information, directing applicants, and managing appointment or queue systems.

• Willing to support the Enrolment Team with pre-launch activities before the official start of operations.

• Adherence to strict security and privacy protocols. · Nurture a positive working environment within the Enrolment Facility.

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Required Skills & Qualifications

• ​Customer-oriented with a strong sense of engagement customer engagement.

• At least 6-months customer support related experience would be a plus.

• Higher education or at least undergraduate year student.

• High sense of responsibility in dealing with personal data.

• Ability to work under pressure and collaborate smoothly with colleagues in a fast‑paced environment.

• Excellent verbal and written communication skills in Armenian; proficiency in English is preferred (knowledge of any additional language is an advantage).

• Ability to follow / enforce documented procedures with consistency and accuracy.

• Proficient computer skills, including a strong command of Microsoft Office tools.

• Professional, serious, and respectful conduct in all work interactions.

• High level of accuracy in data entry, ensuring error‑free and timely work.

• Honesty, integrity, and discretion, especially when handling confidential information.

• Flexibility to work shifts, weekends, or extended hours if required.

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We appreciate the time and interest of everyone who applies. However, due to the high volume of applications we receive, only candidates who are shortlisted will be contacted.

If you do not hear from us within one month of submitting your application, it means that you were not preselected for this position and will not move forward in the recruitment process.

Thank you for your understanding and for considering this opportunity with us.