Customer Experience & BI Senior Specialist İş İlanı
İşveren Hakkında
QUALIFICATIONS AND JOB DESCRIPTION
We design, build and deliver next-generation end-to-end CX solutions for many of the world’s most respected digital-native and vertical leading brands. Our comprehensive east-to-west global footprint in 35 countries across five continents, with more than 66,800 team members and 60 languages, allows us to deliver flexible solutions that leverage our expertise in cultural nuance, which we believe to be essential for true excellence in CX. We have deep domain expertise in tech-augmented front to-back-office CX. Additionally, we offer Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a global leader in Content Services, Trust & Safety. We believe the ‘Majorel difference’ to be our culture of entrepreneurship.
As Majorel Türkiye, with more than 3,000 teammates in 7 different locations in Turkey and working-from-home model, we offer services to leading brands both across Turkey and worldwide in 12 different languages, including German, Dutch, Turkish, English, Arabic, Italian, Spanish, Greek, Hebrew, French, Russian, and Bulgarian.
Our Mission
We create amazing customer experiences that people value and we are proud of. By combining talent, data and technology we deliver real impact for our partners. We are driven to go further.
Our Vision
Our vision is to be our clients’ trusted long-term partner for customer engagement in a constantly changing world. Creativity, Excellence and Respect drive everything we do. This ensures success for our partners and allows us to thrive as one team.
We serve customers across the world through our 66,800+ people based in 31 countries across 5 continents with 60 languages. We support your customers at any time, through every device and in the manner they expect of their brands. We speak their language wherever they are and whatever their culture.
Qualifications:
University degree preferably from Industrial Engineering, Business administration /Engineering, statistics etc. disciplines)
- Minimum 5 - 7 years of experience in building Process Design and Process Management, Customer Experience Management
- Process management and analysis skills especially with regards to operational customer processes
- Excellent analytical skills to derive meaningful insights and identify the most important fields of action
- Excellent speaking and writing skills in English
- Advanced capabilities of using Microsoft Office, especially Power Point and Excel e.g. for data analysis and ad hoc reports
- Ability to work individually as well as cooperatively in teams
- Highly focused on customers
- High social and interpersonal capabilities
- Ability to positively engage with the frontline staff in order to motivate and ensure active contribution
- Excellent self-organization and project management skills
Job Description:
- Conducting and monitoring the steps of Customer Experience and Business Insight projects
- Conducting the project steps at determined time and quality level in line with the project schedule
- Preparation of the relevant interface according to the needs of the customer
- Organising trainings and practising each training at the relevant location
- Doing analysis on the determined issues in accordance with the expectations of the corporate customer
- In-depth analysis of the collected data from the relevant channels at the end of the project preparation of reports and conducting project presentations
- Ensure the continuity of the project and prepare follow-up reports for ongoing projects
- Conducting the planned research (social media, benchmark, user experience, etc.) within the scope of the project
- Doing analysis on ongoing/ended projects and following process and technical results in line with the scope of the project
- Understanding and mapping the customer journey according to the collected data from the determined channels
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