Key Responsibilities

TEAM
• Act as the primary point of contact for the CRC team on all operational matters (procedures, customer inquiries and discussions, etc.), ensuring smooth and efficient process management.
• Ensure the proper implementation and consistent application of procedures.
• Support the onboarding and integration of new team members through training, day-to-day guidance (mentoring-style support), and by updating training materials.
• Actively participate in daily morning briefings as part of team management, sharing best practices, feedback and contributing to team engagement.
• Identify and report operational support needs to the CX Manager in a timely and structured manner.

MONITORING & SUPPORT

• Monitor team KPIs on a daily and individual basis, analyse performance trends and propose action plans to drive continuous improvement, in alignment with the Management team.
• Ensure full compliance with processes related to clients and subsidiaries, while actively supporting the team in strengthening customer relationships.
• Monitoring Responsibilities;
o Emails pending processing in Eptica.
o Monitor emails received through generic inboxes and ensure timely responses to store requests (returns, general inquiries, etc.)
o Track and follow up on tickets pending in the Passerelle tool.
• Manage store appointments through Qudini (or similar scheduling tools).
• Share relevant information and documentation across internal communication platforms (e.g. SharePoint).
• Review, correct and adapt language translations for templates, phone scripts and various communication materials to ensure consistency and quality.

CUSTOMER RELATIONS

• Deliver an exceptional and refined level of service, fostering long-term customer loyalty and satisfaction.
• Build and maintain strong, trust-based relationships with both prospective and existing clients.
• Guide clients through a seamless and personalized sales journey, ensuring a consistent and premium customer experience.
• Demonstrate outstanding communication and engagement skills, nurturing a positive perception of the House at all times.
• Adopt a proactive and responsive service mindset, anticipating client needs and going above and beyond to exceed expectations while creating an inspiring environment.
• Foster and strengthen all customer relationships through meticulous organization and strong attention to detail.
• Exercise the highest level of discretion when dealing with high-profile clients and handling confidential information.
• Develop and support highly engaged clients, ensuring their continued loyalty and enthusiasm toward the House.
• Maintain an in-depth knowledge of company products and services to provide expert guidance and recommendations.
• Demonstrate strong conflict resolution and problem-solving capabilities to effectively manage complex situations.
• Collaborate closely with the Customer Experience Manager on CRM developments and related initiatives.
• Handle inbound calls and emails on behalf of the stores, assisting customers and delivering a qualitative, seamless omnichannel experience.
• Provide comprehensive product information (features, availability, reservations, etc.) and clear guidance on procedures (purchases, returns, exchanges, after-sales service), ensuring appropriate follow-up with the relevant store.
• Dispute Management:
o Identify and implement tailored solutions for various cases and issues, in alignment with the CX Manager.
o Directly manage relationships with selected customers in the context of significant disputes, in coordination with the CX Manager.

• Ensure full GDPR compliance by strictly applying customer verification procedures, managing accurate data collection during the creation and modification of customer records, and supporting the team in processing OneTrust requests.

Competencies

• Organised, flexible and reliable
• Positive, effective & assertive communication also transmitted via the digital forum
• Fluent in English and Turkish with excellent verbal and writing skills
• Good team player with capacity to work autonomously
• Professional with ability to work efficiently and accurately under pressure
• Methodical and timely approach to problem solving
• Agile with office tools