Overview
Customer Care Specialist Jobs in Istanbul, Türkiye at MediaMarkt Turkey
Title: Customer Care Specialist
Company: MediaMarkt Turkey
Location: Istanbul, Türkiye
Qualifications:
- Bachelor’s degree from related departments
- Minimum 3 years of experience in customer service, contact center, or customer experience operations
- Experience in team leadership and performance management
- Strong reporting and analytical skills with the ability to perform ad hoc analyses
- Advanced proficiency in Excel and PowerPoint; knowledge of SQL and BI tools (Power BI, Tableau, etc.) is a plus
- Good command of English, both written and spoken
- Strong knowledge of contact center KPIs such as SLA, AHT, FCR, quality and sales/cross-sell metrics
- Experience in process improvement methodologies such as Lean, Kaizen, and root cause analysis
- Experience in managing multi-channel customer communication processes (call center, email, chat, chatbot, service forms)
- Awareness of data privacy and compliance principles (GDPR/KVKK)
- Strong stakeholder management, communication, and presentation skills
- Analytical mindset with attention to detail and problem-solving skills
- Open to change and innovation, supports open communication and feedback culture
- Retail or e-commerce customer service experience is preferred
Job Description:
- Managing and continuously improving customer communication channels including call center, email, web forms, chat, chatbot, and marketplace portals
- Monitoring contact center dashboards and operational performance environments to ensure uninterrupted operation and data accuracy
- Preparing and sharing daily contact center KPI reports such as SLA, AHT, FCR, quality, and sales/cross-sell performance
- Increasing usage, efficiency, satisfaction, and quality scores of digital and written communication channels
- Leading chatbot improvement initiatives including intent and flow design, training, A/B testing, and performance monitoring
- Continuously improving customer guidance, scripts, and communication flows related to return, refund, repair, and similar processes
- Producing ad hoc analyses, monitoring operational and quality KPIs, identifying deviations, and implementing improvement actions through root cause analysis
- Planning and managing customer notification processes across communication channels in coordination with related stakeholders
- Managing integrations and improvement processes related to Customer Relationship Management (CRM) systems
- Coordinating with back office, IT, and international teams to support continuous improvement initiatives
- Improving business processes and preparing presentations related to new projects and initiatives
- Supporting training and development processes of team members to ensure operational excellence
In our journey which is driven with our goal of becoming the first choice as the trusted retailer for tailored solutions in a tech-driven world, we are growing rapidly with more than 100 stores today in Turkey. With the strength of MediaMarktSaturn Retail Group as the number one consumer electronics retailer in Europe, we bring technology together with our customers and make their lives easier with the services we offer. If you are a person who likes to think, speak with data and take action, it is time to join us!
Sustainable growth is possible with equal opportunities and different perspectives. As MediaMarkt Turkey, we take care to avoid any discrimination such as race, religion, gender, sexual orientation, disability status. We think that all candidates who apply to us should have transparent, fair and equal rights. By trying to be a role model in our sector, we believe in the power of diversity and inclusion which help us to grow together.
By applying to this job posting, you acknowledge that the individuals provided as references may be contacted for reference checks and their contact information has been shared with their knowledge and consent. You also consent to the retention of the information you provided to the Company during your job application for up to 1 year, for the purpose of assessing your suitability for similar positions that may arise in the future, after which it will be disposed of. If you are unable to fulfill the reference commitment or if you do not wish your resume to be retained, you may inform us.
For detailed information regarding protection of your personal data you may access the following link:
Kişisel verilerinizin işlenmesine dair ayrıntılı bilgi için aşağıda link içerisinde yer alan aydınlatma bildirimimizi inceleyebilirsiniz;
https://www.mediamarkt.com.tr/tr/shop/calisan-adayi-kisisel-verilerin-korunmasi-ve-islenmesi-aydinlatma-metni.html
