Customer Support Center Channel Experience Manager

3 days ago


Fatih, Istanbul, Turkey ColendiBank Full time
Customer Support Center Channel Experience Manager

About Us

ColendiBank, Türkiye's AI first digital-native deposit bank which has received its operational license from the Banking Regulation and Supervision Agency (BRSA), aims to leverage Colendi's expertise in financial technologies to become a pioneer in Türkiye's technological initiative, a leader in the Turkish digital banking sector, and a global digital bank originating from Türkiye.

We are seeking a Customer Support Center Channel Experience Manager for our growing core team in Istanbul. This role involves monitoring support center performance, analyzing customer feedback, and collaborating with teams to enhance automation and digital support solutions.

Key Responsibilities:

  1. Analyze customer experience through the customer support center and provide actionable improvement recommendations
  2. Review call center performance data to identify actions that will enhance the overall customer experience
  3. Coordinate with relevant teams to enable process improvements based on customer feedback
  4. Stay updated on new communication regulations, technologies, channels and evaluate proposed solutions to improve the support center with relevant teams
  5. Analyze customer complaints and requests to optimize operational processes in support center
  6. Prepare reports on support center experiences and present them to senior management
  7. Participate in projects aimed at improving the efficiency of automation systems such as chatbots and IVR

What We're Looking For:

  1. Bachelor's degree graduate, preferably in Business Administration, Communication, Industrial Engineering, or a related field
  2. Minimum 5 years of experience in customer complaint management, call centers, or back-office operations within the banking sector
  3. Strong analytical thinking skills with a data-driven approach
  4. Proficient in MS Office programs
  5. Excellent communication and coordination skills
  6. Interest in digital banking and the fintech industry
  7. Experienced in or eager to be part of the Bank's establishment process

Join Us

At ColendiBank, you'll be at the forefront of creating a digital bank that delivers unparalleled customer experience.

We offer opportunities for professional growth and the chance to be part of a committed team aiming to make a difference in the digital banking landscape.

Embark on this transformative journey with us. Apply now to become a key player in our growing core team. ColendiBank is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Seniority level

Associate

Employment type

Full-time

Job function

Customer Service

Industries

Banking

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