Senior Customer Experience Specialist

Modanisa Elektronik Magazacilik ve Ticaret A.S.

İstanbul
Sürekli
Tam zamanlı

7 saat önce
Kolay başvuru

We are a global modest fashion e-commerce company, currently operating in more than 130 countries and providing content in five languages — Turkish, Arabic, English, French, and German — by adapting to local preferences. We bring fashion and technology together through iconic brands and smart operations to create exceptional value for our customers. We invest in every aspect of the customer experience and strongly believe in putting people first — our customers, our teams, and our partners.We are looking for a new talent to join our team as a Senior Customer Experience Specialist. In this role, you will be responsible for enhancing the end-to-end customer journey, ensuring seamless interactions across all touchpoints, and turning feedback into actionable improvements.Are you a technology enthusiast seeking a new challenge? Do you enjoy working in a dynamic, innovative, and fast-growing environment? If so, you might be the one we're looking for.
What we expect from you:

Plan and allocate call center resources in line with business volume and budget
Monitoring, controlling, and improving call center KPIs
Provide weekly and monthly reports with detailed analysis of customers needs, reviews and improvement areas
Collect, analyze, and summarize customer survey results (NPS, satisfaction surveys, post purchase surveys, etc.)
Highlight key insights, recurring issues, and actionable recommendations
Prepare a comprehensive monthly summary covering customer feedback, performance results, and improvement suggestions
Share dashboards and visual reports for management review
Suggest initiatives to enhance overall customer satisfaction and loyalty

What we are looking for:

Bachelor’s degree (preferably in Business Administration, Communication, Marketing, or related fields)
Minimum 4 years of experience in customer experience, customer relations, or similar roles
Strong analytical, communication, and problem-solving skills
Proficiency in MS Office tools
Good command of English

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Modanisa Elektronik Magazacilik ve Ticaret A.S.