Customer Experience Specialist

3 days ago


Fatih, Istanbul, Turkey Digiturk Full time

ARE YOU READY TO MAKE YOUR STORY REAL AT DIGITURK?

We are Digiturk, the first digital broadcasting platform in Turkey, have brought a new perspective to television broadcasting in Turkey with the firsts we have pioneered since our establishment in 1999. Keeping up with today's changing viewing experience, Digiturk has started to provide internet services to members as of 2021. With our more than 3 million members and 1500 employees, we have managed to set the standards in the sector and have continued to strengthen our technological infrastructure and human resources with our innovative vision.

beIN MEDIA GROUP acquired Digiturk, the leading PAY TV operator in Turkey in August 2016; and now has over 55 million subscribers worldwide. beIN MEDIA GROUP'S flagship sports network, beIN SPORTS, holds the single largest portfolio of sports rights of any global broadcaster. The group distributes and produces an unrivaled array of entertainment, live sport and major international events across 5 continents, 43 countries and in 7 different languages spanning Europe, North America, Asia, Australia and the Middle East & North Africa (MENA).

If you are ready to make your story real in a colorful and vibrant world by constantly renewing & improving yourself, join us and let's build the future of broadcasting together.

IDEAL PROFILE

  • Bachelor's degree from the faculty of business, economics, engineering or statistics.
  • Newly graduated or 1-2 years of experience in customer experience.
  • Strong knowledge of customer contact channels such as IVR, call center, chatbot, live chat is a plus.
  • Customer-driven and analytical thinking skills in every aspect of work and pays attention to details.
  • Strong analytical skills are a must for collecting data from multiple sources, analyzing with a CEX approach and taking actions due to strategy.
  • Advanced reporting and presentation skills.
  • Proficiency in data & CRM tools such as Business Object, Verint etc.
  • Highly proactive, with a strong can-do attitude.

MAIN RESPONSIBILITIES WILL INCLUDE

  • Be the voice of the customer.
  • Create an effective CEX reporting structure from all customer-related channels.
  • Track CEX KPIs and analyze the data to provide the customer with a great experience in all areas.
  • Prepare regular and ad-hoc reports for different teams to support business development.
  • Identify and analyze customer insights, define pain points and take actions for continuous improvement due to CEX approach and company strategy.
  • Regularly track and improve CEX KPIs by detecting all areas such as CC (Customer Care), technical service, digital channels etc.
  • Willing to follow multiple projects (existing or new), results-oriented and guiding different teams by making benchmarks.
  • Strong communication skills and ability to build relations with both external and internal stakeholders.

WHAT WE OFFER

  • Digiturk cares about your life – Life Insurance.
  • Digiturk also cares about your family - Private health insurance family members included.
  • Digiturk stands by you in your retirement - Digiturk retirement contribution.
  • Do whatever you want on your birthday leave (Paid birthday leave).
  • A Happy birthday gift from Digiturk (Birthday gift card).
  • Digiturk supports our mothers (Nursery benefit).
  • Digiturk celebrates holidays together (gift card).
  • Global talent programs that offer development opportunities in a multicultural environment.
  • The opportunity to work with joy in a positive environment.
  • ''In Digiturk we have fun together, we succeed together'' activities.
  • Opportunities to be in the media world, as well as opportunities to experience the excitement of football on the spot, opportunities to meet celebrities you love, etc.
Seniority level

Associate

Employment type

Full-time

Job function

Customer Service

Industries

Broadcast Media Production and Distribution

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