Specialist - Customer Experience

Arçelik

•    Bachelor’s Degree in Business Administration, Economics, Management Engineering or other related fields, Master degree is plus
•    Willing to pursue a career in Customer Experience,
•    Having experience in Customer Care / channel management is a plus,
•    Strong knowledge of Microsoft Office Programs,
•    Excellent verbal and written skills in English,
•    Thinking broadly about business,
•    Understanding needs of the market & customer,
•    Listening different perspectives and showing flexibility,
•    Building collaboration,
•    Clear in communicating thoughts and ideas.

Position is located in Sütlüce.

İŞ TANIMI

Arçelik is looking for a Specialist - Customer Experience who will work for Global Customer Care Directorate.

• Building up customer journey maps that are strategically prioritized and create roadmap of processes, to explore existing customer experiences and to identify areas for improvement;
• Completing quantitative analysis of customer calls
• Listening to customer calls
• Analyzing online data and customer behavior
• Making social media analysis
• Making observations by making visits to customer houses
• Designing a questionnaire for the market research to be carried out for the relevant process
• Identifying areas of improvement, considering all observations and data, and propose solutions for them & suggest differentiation
• For completed mapping studies;
• Ensuring that proposals for solutions are prioritized with relevant teams
• Giving direction to the customer expectations in order to pass the actions together with the relevant business owners, to provide input to the action works
• Following the progress of the actions; general situation, decision-making or critical points

Arçelik
An Equal Opportunity Employer