Customer Experience Specialist ES-IT-PT

Where: Istanbul (Turkey)

Extent of Work: Full Time

Click here to apply in English

Click here to see other job offers in Spanish

Don’t you think they deserve to be the happiest customers ever, while we become the greatest gifting company in the world?
We’re looking for a Customer Experience Specialist to be among the architects of our success story as we set foot on the new markets with LolaFlora.

Your responsibilities will include

      • Being the Voice of Customer by analyzing customer feedback from various sources (call center complaints, NPS results, social media comments, vendors and internal stakeholders) to bring actionable insights to improve LolaFlora customer experience
      • Defining the experience gaps to reach NPS targets and prioritize actions accordingly
      • Creating E2E customer journeys for selected Moment of Truths (order, complaint, return) to create the ideal experience
      • Working continuously to ensure the best service in all touch points: call center, web, mobile app
      • Challenging vendor and customer service processes to prevent the adverse effects on customer experience
      • Gathering best practices from various e-commerce companies from all over the world and adopt relevant practices to LolaFlora processes

About You

    • You’re comfortable with navigating through a complex network of internal and external stakeholders to get timely results
    • You have a knack for working easily with people from diverse cultural backgrounds
    • You’re an analytical and strategic-thinker who can tackle the day-to-day operations with a hands-on approach
    • You’re an excellent communicator and you can manage effective relationships virtually with anybody

Minimum Requirements

    • BA/BSc degree in relevant academic disciplines (Industrial Engineering & Education in English will be preferred)
    • Minimum 1 year of experience in Customer Journey/Experience design and execution (e-commerce industry will be an asset)
    • Fluency in English (written & spoken)
    • Advanced skills in MS Office Programs
    • Fluency in a second language would be nice to have (i.e. Spanish, Italian, Portuguese)
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