About this role
DESCRIPTION
WHAT WILL YOU BE DOING?
Reporting to the Head of Customer Support, where you would be managing and overseeing the customer loyalty team's performance. You will be involved in setting targets, implementing guidelines, and assisting with any issues employees may have.
RESPONSIBILITIES
• Monitoring productivity, loyalty team performance, and reporting metrics;
• Creating plans to increase the KPIs of high segment customers;
• Analysing Team KPIs and creating strategies to increase accordingly;
• Managing employees’ leave to ensure effective operational performance and positive employee well-being;
• Assisting in the selection and recruitment of Customer Loyalty Agents;
• Assisting in handling employee disciplinary issues as required;
• Developing Customer Satisfaction goals and coordinating with Loyalty Team Leaders to achieve them;
• Creating and suggesting effective service procedures, policies, and standards;
• Assisting the Head of Customer Support with SLA delivery.
REQUIREMENTS
• Experience as a Loyalty Team Leader at CX Fort;
• In-depth knowledge of Customer Service principles and practices.
SKILLS
• Strong communication and interpersonal skills;
• Excellent command of English and Turkish, both written and spoken;
• Ability to lead teams and positively influence employees at all levels of the organisation;
• Strong organisational and multitasking skills with the ability to work under pressure;
• Ability to work in a dynamic environment;
• Attention to detail;
• A flexible attitude towards work, willingness to travel for business purposes, and adaptability to dynamic working time;
• Have good planning and organisational abilities, effectively coordinating tasks and resources to meet objectives;
• Be knowledgeable in using Google Workspace.
OFFER
WHAT SHOULD YOU EXPECT?
• A casual atmosphere with a supportive, community-driven environment.
• A safe work environment
• Great work-life balance
• Teamwork and collaboration
• Training and personal development
• An attractive remuneration package
• Fringe benefits
INTERESTED?
If you feel that you meet the eligibility criteria, we encourage you to apply by using the Apply Now button on this advert.
All applications will be acknowledged and treated with maximum confidentiality.