Qualifications

· Min. 5 years of sector experience,

· Min. 2 years of team, project, and channel management in customer service

· Management experience in customer services, CRM applications, digital products, and complaint-resolution workflow

· Proactive, result-oriented, and attentive to details

· Strong coordination, communication, and representation skills

· Initiative taker, advanced decision-making skills

· Good at data literacy. Advanced analysis and reporting skills in customer service KPI’s

· Excellent analytical and problem-solving abilities

· Advanced written and spoken English

Job description

· Design and manage customer service digitalization projects for Türkiye and 10+ international markets’ customer services

· Monitor the voice of the customer and implement smart solutions to improve the channel experience

· Oversee the integration of products, projects, and workflows to improve customer experience in various service channels

· Collaborate with various departments to implement customer-centric projects

· Conducting market searches for potential customer solution partners worldwide

· Carry out partner selection and inspection activities on KPI success rate, contract compliance, and operational excellence.