Customer Services System Development Specialist

Vodafone Telekomünikasyon A.Ş

Vodafone is the leading mobile telecommunications company in the world, with more than 315 million customers worldwide and presence in over 30 countries. Vodafone entered the Turkish market in 2006, and is continuing its investment in the country and its operations with great success.

• Bachelor Degree in engineering, pure sciences or business
• Track record of successful product development and management
• Preferably good knowledge of project management
• Preferably good knowledge on Customer Service Innovations & Technologies
• Preferably good knowledge on Self Services Development
• Has managed implementation of cross-functional initiatives    
• Results-driven and delivery-focused.

İŞ TANIMI

We are seeking a Customer Services System Development Specialist with the will and ambition to work in Self Services & Special Projects Management Function, reporting Self Services & Special Projects Manager of Vodafone Turkey. 

• Using process-driven analysis to understand resource requirements, to assess the impact of various contact centre initiatives, and to quantify the ROI on technology and process changes
• Deliver consistent and integrated customer service across IVR, VAS IVR, SMS, WEB, KIOSK, HANDSETS, ATM, WEB CHAT channels meeting exact needs of each customer segment by providing the right service through the appropriate channel
• Develop customized services of self-care of each customer segment to increase customer satisfaction and loyalty
• Defining requirements, establishing mission-specific decision criteria, selecting technologies, and providing project management for implementation
• Provide communication channel between customer services and the technical departments.