Customer Services Supervisor

PİRELLİ OTOMOBİL LASTİKLERİ A.Ş.

Qualifications

• Bachelor's Degree from relevant universities
• At least 2 years team management experience 
• Strong analytical thinking and good communication skills
• To have a result-oriented perspective and leadership attitudes
• Good command of written and spoken English
• Excellent command of MS Office programs (Advanced level in Excel and Powerpoint)
• SAP / ERP System knowledge is a must
• Military service should be completed for male candidates

Job Description

• Assure the coordination of the Contact Center team by managing and developing the assigned human resources in terms of competencies and skills, also by defining training initiatives
• Assure the right management of the orders and the flow of products related to the assigned customers and channels
• Support the Sales force, providing them information about commercial, technical, administrative issues
• Assure the integration between the contact center and the other involved functions (Commercial, Logistics, Administration & Control)
• Guarantee the customer service level by managing and programming the shipping activities (i.e.: keeping contact with the warehouse and Logistics, if necessary), and by minimizing costs and timing.
• File and update the customer master data about the clients, cooperating with Administration & Control.
• Monitor the effectiveness and quality level of the Contact Center Agent activities and directly support them, in case of complex/unusual problems or heavy workload
• Ensure the issuing of monthly reports and send them regularly to Marketing functions, Logistics and to Sales. Supply the internal functions with the information needed, by properly managing the data in the Information Systems (SAP, Business Intelligence Platform, B2Fleet, B2B and CRM systems).
• Answers customers messages via multiple channel such as telephone, email and any inhouse packages(CRM-Salesforce) to enhance the customer service experience
• Cooperate with the Marketing function to deploy the marketing campaigns and promotions through the Contact Center activities.