Getir Senior Customer Experience Specialist in Istanbul, Turkey
Is creating a customer journey your thing? Can you create an outstanding ongoing strategy for anticipating and meeting customers' needs? Apply now to be our Senior Customer Experience Specialist!
You'll manage and oversee multiple different processes, all geared toward inspecting and coordinating all the points of contact between Getir and its users.
The future is here! Want to be a part of it? Join our team!
Key Roles and Responsibilities:
Design end to end customer journeys together with relevant teams according to customer insights,
Follow comments of customers on CSAT, NPS and app store ratings regularly and obsessively (yes, obsessively),
Check all related metrics to improve the customer experience, like the estimated time of arrival,
Play a key role in creating CX strategy of Getir and be a gatekeeper of all actions touching the customer,
Analyze customer & order data through customer journeys, identify pain points and create necessary actions for improvement
Work closely with Customer Service, Operations and Product teams to create a better customer experience,
Understand and analyze data using tools such as Tableau, Mixpanel, Leanplum and Excel
Develop projects that will improve the customer experience and follow up the actions to be taken by the other teams
Monitor customer complaint trends and analyses them for necessary action plans
Prepare voice of customer presentations to the company
Act like the company is yours! Bring your humanity to work and go beyond your initial responsibilities.
Ideally, you have;
Significant experience working in customer experience management in a similar role,
Customer-driven mindset with a desire and ability to identify customer painpoints,
Advanced knowledge of improving customer experience processes including analyzing data,
Strong communication and negotiation skills,
A good sense of humour. Fun is treated very seriously at Getir!
Numerical and analytical skills with great attention to detail
The ability to take ownership and responsibility, proactively seek out solutions and opportunities to improve
Adaptability and flexibility in how you support the team and the needs of the business
Superb organisation skills. You're process driven, great at solving problems and confident making decisions
Speed and efficiency in all tasks to support the team (speed is our currency at Getir)
Teamwork and strong communication skills. This includes mad zoom skills! You're human and engaging both on screen and off screen (as it were).
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