Citizen Service Operator

Role summary

The Citizen Service Operator works at a designated enrolment facility in Armenia and serves as the first point of contact for citizens and residents arriving for identity-related services. The role focuses on welcoming visitors, guiding them through the process, and delivering services such as standard or fast-track handling, biometric capture, and ID document distribution in line with approved procedures.

Key duties

• Receive citizens on arrival and organize the queue in an orderly way.
• Carry out enrolment-related services, including biometric collection and distribution of ID documents, while following approved procedures and service level commitments.
• Apply internal registration rules consistently and report issues without delay.
• Act in the capacity assigned by the competent authority to register citizens and issue ID cards.
• Maintain the service point, including equipment, materials, and the overall workspace.
• Protect biometric documents and other sensitive materials at the service point according to established security procedures.
• Compile daily, weekly, and monthly reports and submit them to the Enrolment Department.
• Maintain a polite, professional, and welcoming atmosphere for all visitors.
• Invite applicants to share feedback about their experience at the enrolment facility.
• Follow internal company policies and other approved documents while performing the job.
• Complete duties required by law, subordinate legal acts, and internal company regulations with professionalism and commitment.
• Adapt to reasonable changes in duties based on operational or business needs.
• When needed, carry out receptionist and front-desk tasks such as greeting visitors, giving basic information, directing applicants, and managing appointments or queue systems.
• Observe strict privacy and security requirements at all times.
• Contribute to a cooperative and positive workplace environment within the facility.

Requirements

• Strong customer focus and a service-minded approach.
• At least 6 months of customer support experience is an advantage.
• Higher education, or currently studying at undergraduate level.
• Strong responsibility and care when handling personal data.
• Ability to perform well under pressure and work smoothly with colleagues in a fast-moving setting.
• Very good spoken and written Armenian; English and Russian are preferred, and additional languages are a plus.
• Capability to follow documented procedures accurately and consistently.
• Good computer literacy, including confident use of Microsoft Office tools.
• Professional, respectful, and reliable behavior in all interactions; strong team spirit.
• High attention to detail in data entry to ensure accurate and timely results.
• Honesty, integrity, and discretion when dealing with confidential information.
• For Yerevan service centers, flexibility to work in shifts is mandatory, including Saturdays and Sundays, with a 40-hour workweek.
• Willingness to work overtime when required.

Additional information

The employer notes that, because many applications are usually received, only shortlisted candidates will be contacted. If there is no update within one month after submitting an application, the candidate should understand that they have not been selected to proceed further in the hiring process.

Work schedule

This is an on-site, full-time role in Yerevan, Armenia. For Yerevan service centers, the position requires shift flexibility, a 40-hour workweek, weekend coverage, and occasional overtime.

Environment and conduct

The role requires a strong commitment to privacy, security, accuracy, and respectful service. The operator is expected to uphold internal policies, maintain physical security of sensitive documents, and support a positive customer experience.