CUSTOMER RELATIONS AGENT

SunExpress Güneş Ekspres Havacılık A.Ş.

• Must possess excellent written and verbal communication skills in Turkish, English and German
• Analytical; must have process-driven mindset
• Knowledge of customer service techniques and negotiation skills
• Excellent computer skills
• Bachelor’s degree in business-related field or equivalent experience
• Core competencies of communication, leadership, ability to drive change, innovative outlook and problem analysis
• Experience of working in a pressurized, dynamic and target-driven environment / workplace
• Have a high-stress tolerance with an ability to solve problems

İŞ TANIMI

• Independent and timely approval and feedback processing and evaluation of high priority customer feedback (written and verbal) incl. Legal and escalated cases and finding customer orientated solutions
• To support the department manager and the two Contact Centers (primarily support for agents of claims and complaints)
• To ensure up-to-date knowledge of current policies and procedures 
• Coordinating and supporting the implementation of centralized customer relationship policies with the contact centers
• Oversee and coordinate remaining services that cannot be covered initially by a standard process at the contact center due to local market specifics (e.g. legal cases in the scope of CRM, free tickets, etc)
• Evaluate language quality, service attitude, ticketing know-how and identify the need for training with the call center
• Review of Court Cases
• Liaising with SunExpress lawyers, to avoid setting precedents and finding satisfactory conclusions to any legal claims. 
• To advise relevant departments on possible product deficiencies as well as suggestions for improvements
• Preparation and Monitoring of Compensation Payments