Senior Specialist - Global Customer Experience

Arçelik

• Bachelor’s Degree in Business Administration, Economics, Management Engineering, or other related fields, Master degree is plus,
• Minimum 3 years of experience in Customer Care / Channel Management,
• Willing to pursue a career in Customer Experience,
• Strong computer proficiency,
• Advanced skills in MS Programs,
• Experience with Contact Center metrics, data and analysis is strongly preferred,
• Outstanding quantitative and analytic skills,
• Listening different perspectives and showing flexibility,
• A demonstrated ability to effectively communicate analytical findings to others,
• Excellent verbal and written skills in English,
• Thinking broadly about business,
• Understanding needs of the market & customer,
• Having desire to do outstanding jobs,
• Recognizing and understanding emotions of other people,
• Listening to different perspectives and showing flexibility,
• Building collaboration,
• Clear in communicating thoughts and ideas.

The position is located in Sütlüce/İstanbul.

JOB DESCRIPTION

Arçelik Group is looking for a Customer Care – Channel Management Specialist who will work for Customer Experience Development department under Global Customer Care Directorate.

• Interacting with various internal and external teams to generate insights and quantify impacts of business decisions on customer experience,
• Being responsible for forming and testing hypotheses based on business initiatives and metrics while communicating complicated topics,
• Working closely with subsidiaries to understand business issues and incorporate them into business and financial models to drive focus, value, and performance within the channel,
• Generating global guidelines &KPIs and be responsible for implementation to subsidiaries while supporting the adaptation phase,
• Helping for determining and defining call centre operational strategies by conducting needs assessments and business reviews,
• Understanding contact centre metrics and applying the given technology to optimize the work-force is essential,
• Assisting in defining user requirements, focusing on efficiency and effectiveness,
• Helping to define “quality” and assist in establishing to learn environment based on collaboration, feedback and data,
• Ensuring countries are motivated, engaged, aligned, and are informed,
• Working closely with a global network of professionals all focused on managing our brands.