İlan Detay
görsel 2018

CVPLUS Search & Selection

Customer Experience and Channel Management Specialist

İstanbul Anadolu, İstanbul Avrupa

CVPLUS Search & Selection - Customer Experience and Channel Management Specialist

Job Definition

We are seeking a “Customer Experience and Channel Management Specialist” for our corporate client who is the leader of retail sector.

  • Draw experience maps for the customer experience processes and determines the communication to be made with the customer at all written channels (Social Media, Webchat, Chatbot..)
  • Prepare the necessary infrastructures for timely and complete channeling of experience, creating of all content served in written channels, editing of texts, written notifications (such as sms, e mail) and managing the right job on the right channel.
  • Tracking customer experience best practices, develop projects that will improve the end to end customer journey and follow up the actions to be taken by other teams
  • Interpret and synthesize customer feedback from various sources (customer surveys, operational data, call center data, social media and customer research..)
  • Also responsible for quality KPI’s of Call Center agents and lead quality control and training teams

Qualifications

  • University degree in Engineering, Business Administration or Economics,
  • Previous experience in customer service operations or customer experience departments,
  • Planning, organizational and decision making ability,
  • Strong interpersonal and communication skills,
  • Strong analytical and problem solving skills,
  • Comfortable with teamwork and collaboration,
  • Understanding needs of the market and customers ,
  • Fluency in written and spoken English.
  • Strong knowledge of MS Office Applications (Word, Excel, PowerPoint...)
  • No military obligation for male candidates