Customer Care Center Specialist

MEDİA MARKT TURKEY LİMİTED ŞİRKETİ

• Bachelor degree from related disciplines,
• Fluent in spoken and written English,
• At least 1-2 years of professional experience,
• Very good knowledge of MS Office,
  
• Experience in at least one of the fields customer care, call center, complaint management, IT incident management, process optimization in retail,
• Knowledge on user level for at least one of the following customer service platforms; SAP, BO, Siebel, Oracle Service  Cloud, Sales Force or must be interested in using such customer service platforms,
• Exceptional communication skills with the ability to translate complex analytical statements into credible and stimulating presentations,
• Change management ability (people, process and systems change),
• Business improvement capability –analysis of root cause and ways to eradicate customer issues,
• Possesses very good interpersonal skills, is charismatic and has strong influencing skills, able to lead relationships with cross functional team,
• Customer oriented,
• Support open communication and feedback culture,
• Open to change and innovation.

İŞ TANIMI

• Supporting customer care manager with analysis, reporting, managing the customer service platform and providing insight of call center activities,
• Administrate the call center Oracle Service Cloud platform, prior knowledge of the platform is not required,
• Taking care of the platform requests of our stores and call center partners,
• Preparing daily and weekly or adhoc performance reports,
• Support in developing the customer experience strategy and direction mainly call center,
• Own NPS as part of the broader customer experience governance in multi-channel environment.