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DESCRIPTION
WHAT WILL YOU BE DOING?
Reporting to the Customer Support Team Leader, as a Customer Support Shift Leader, you will oversee the performance of Customer Support Agents during designated shifts, ensuring a smooth workflow and exceptional customer service delivery. Your responsibilities include handling escalations, resolving tickets, and maintaining effective communication with external teams for prompt issue resolution and overall customer satisfaction.
RESPONSIBILITIES
- Handling and resolving customer incidents via live chat, email, and phone;
- Assisting agents in real-time;
- Scheduling daily and weekly team tasks;
- Handling internal and external escalations;
- Monitoring team performance and reporting on metrics;
- Listening to team members’ feedback and resolving any issues or conflicts;
- SLA delivery.
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REQUIREMENTS
- Minimum 6 months work experience in CX Fort Loyalty Department;
- Deep understanding of brands and products;
- Willingness to work 24/7 rotating shifts.
SKILLS
- Be fluent in English and Turkish, both verbal and written;
- Be an excellent communicator;
- Have good organisational and multi-tasking skills;
- Be able to thrive in a team environment and work well with others by being a leader and a team player;
- Be self-motivated, passionate, reliable, and resilient;
- Be diligent and able to work on own initiative with minimal supervision;
- Have the ability to prioritise and manage work without losing attention to detail;
- Be able to work in a dynamic environment and under pressure.
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OFFER
WHAT SHOULD YOU EXPECT?
- A casual atmosphere with a supportive, community-driven environment;
- A safe work environment;
- Great work-life balance;
- Teamwork and collaboration;
- Training and personal development;
- An attractive remuneration package.
INTERESTED?
If you feel that you meet the eligibility criteria, we encourage you to apply by using the Apply Now button on this advert. All applications will be acknowledged and treated with maximum confidentiality.
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