Key Responsibilities
This is an 18 months fixed term position within our company.
Receives and logs internal and/or external customer problem/request/issue and ensures proper documentation.
Performs customer request/problem identification and follows defined procedures to resolve correctly.
Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notifies responsible party for resolution.
Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention.
Develops and maintains knowledge of customer specific business environment. Develops and maintains an understanding of customer Service Level Agreements and department’s/product’s key performance requirements.
Develops and maintains product knowledge, industry knowledge, and business and professional skills by participating in on-the-job training and classroom training.
Working Schedule:
Monday - Friday
8:00 - 17:00 / 9:00 - 18:00 / 10:00 - 19:00 / 11:00 - 20:00 (rotating shifts)
Requirements
Customer Interaction Handling
Problem Solving & Escalation Management
Data Quality
Service Level Agreement understanding/handling
Organization skills, attention to detail and follow through to resolve any outstanding issues
Good technical aptitude with an ability to learn quickly
Fluent in Turkish language
Upper Intermediate English level
Time management and administrative skills
Written and verbal communication skills: manages internal communications and external/client communications
Discretion, professionalism, confidentiality and critical judgment
Computer literacy and working knowledge of Microsoft Office
Ability to operate office equipment (printer, phone, photocopier, etc.)
Team player with interpersonal and conflict management skills
Self-Motivated, positive attitude and approach.
Flexibility to take on additional responsibility and tasks when required.
What We Offer
Home working and flexible working hours
Benefits packages (employee discounts and rewards, healthcare program, insurance, cafeteria, language bonus, etc.)
Training packages in various technologies with certifications, language courses
Over-time work and on-call compensation
International teams and multilingual environment
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