Customer Experience Specialist/ Senior Specialist

Doğan Portal ve Elektronik Tic. A.Ş

Hepsiburada is a leading e-commerce technology platform in Türkiye. As Türkiye’s Hepsiburada, we are driving the digitalization of commerce, as a reliable, innovative and purpose-led companion in our customers’ daily lives. We are very proud of becoming the first Turkish company to be traded on the NASDAQ Stock Exchange.

Driven by its focus on tech innovation, Hepsiburada has an established track record of bringing first-to-market services to its platform. Hepsiburada ecosystem consists of last mile delivery and fulfillment services HepsiJet and HepsiLojistik; grocery delivery service Hepsiburada Market; airline tickets service Hepsiburada Seyahat; advertising platform HepsiAd; and payment services delivered through HepsiPay. HepsiGlobal offers selection from international merchants via its inbound arm while outbound operations aim to enable merchants in Türkiye to make cross-border sales. Our services are designed to provide a “peace of mind” experience to our customers, making us the most recommended e-commerce company in Türkiye.

For our colleagues, we offer a work environment that supports creating together and adding more meaning to our work. As a team full of opportunities, we are happy to develop, produce and succeed together.

If you want to be a part of an exciting success story that will make everyone say #iyikivarsınhepsiburada by joining our team that leads the digitalization of commerce by using the technologies of the future, your future is here.

Our Requirements: 

• Bachelor's degree in Engineering, Maths,Statistics, Business Administration, or equivalent departments of universities
• Min. 2+ years of experience in a role including reporting and data manipulation skills and project follow-up
• Experience in working with IT & Commercial/Sales teams
• Knowledge of SQL for data manipulation
• Experience in flow visualization tools like Visio, Miro etc.. is an asset
• Excellent knowledge of MS Office
• Excellent verbal, written and presentation skills in English,
• Strong interpersonal, team communication and coordination skills,
• Exceptional creative thinking and problem solving skills,
• Highly self-motivated, flexible and energetic.

Your Responsibilities:

• Understand, retrieve, aggregate and analyze data from different platforms using tools such as SQL, excel, Power BI, SAP BW,
• Help with analysis on all customer journeys and processes, identify problems and come up with practical and executable solutions,
• Help with regular reporting of customer experience related metrics,
• Prepare ad-hoc customer experience related reports and respond to other reporting and data related requests,
• Analyze and identify shortcomings of all customer related channels,
• Liaise with technology and commercial teams on projects, align goals and steps,
• Design Customer journeys, prepare scope documents for IT and related business units,
• Follow up and help in managing CX projects.

We offer:

• An opportunity to help build & shape a regional e-commerce giant with real decision making power,
• An experience in an entrepreneurial, yet structured environment with a professional and dynamic team,
• Exposure to international markets, trends and best practices,
• Flexible work arrangements including remote work,
• Unparalleled personal and professional growth.