CX Service Expert

11 hours ago


Fatih, Istanbul, Turkey DeFacto Full time
Customer Experience Role Overview

The Customer Experience Specialist role is a critical component of DeFacto's customer experience strategy. As a key member of our team, you will be responsible for ensuring that our customers receive the highest level of service and support.

Your primary responsibilities will include:

  • Acting as a CX ambassador, engaging with relevant teams and promoting a CX mindset
  • FOLLOWING UP ALL CUSTOMER FEEDBACK ON WRITTEN AND VERBAL CHANNELS
  • MAKING ROOT CAUSE ANALYSIS TO SOLVE PROBLEMS RELATED TO FREQUENT REQUESTS AND LEADING THE CORRECTIVE AND PROACTIVE ACTIONS TAKEN BY RELEVANT TEAMS TO DECREASE CUSTOMER COMPLAINTS
  • MONITORING AND IMPROVING CUSTOMER DIGITAL CONTACT CHANNELS WITH NEW TECHNOLOGICAL IMPROVEMENTS
  • PREPARING AND PRESENTING REGULAR CUSTOMER REPORTS
  • FOLLOWING UP CONSUMER ARBITRATION COMMITTEE COMPLAINTS OF RELATED REGIONS
  • LEADS AND MANAGES THIRD PARTIES BY PROVIDING SUPPORT, TRAINING, AND SUPERVISION OF THEIR OPERATION
  • MAKES NECESSARY ADJUSTMENTS WITHIN THE PROCESS OF THE CUSTOMER EXPERIENCE JOURNEY BASED ON CUSTOMER FEEDBACK

We are seeking a highly skilled and motivated individual who is passionate about delivering exceptional customer experiences. If you have a strong background in customer service and are looking for a challenging role that aligns with your skills and experience, please apply now

We offer a competitive salary and benefits package, as well as opportunities for professional growth and development within a dynamic and fast-paced organization.



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