Customer Relations Assistant Manager

Leading company

• Preferably graduated from a 4 year department of universities, 
• Have minimum 7 years of total experience,
• Advanced verbal and written English skills, 
• Have Customer Experience Softwares and Call Center & Training Systems Experience,
• Excellent command of MS Office Applications,

İŞ TANIMI

• This role will develop the Voice of the Customer (VOC) strategy through new initiatives and stakeholder adoption of customer insights.
• Roadmap and manage Voice of the Customer (VOC) strategies that bring actionable customer insights to support, product, and operations teams to achieve defect reduction and customer satisfaction improvements.
• Develop relationships with key stakeholders across support and cross-functional orgs to build excitement on using customer insights for decision making.
• Guide the market research strategy to deliver deeper understanding of our customers’ needs and priorities.
• Escalate emerging customer issues and lead cross functional efforts to drive them to resolution. Drive root cause analysis on escalations and implement changes to prevent issues from occurring in the first place.
• Supervise and develop training staff.
• Maintain training records and regularly create and distribute reports to department management.