CRM Uzmanı

WE SODA

We are looking for someone who can take on the role ofCustomer Satisfaction / Complaints Representativewithin our team; 

As a Customer Satisfaction / Complaints Representative at WE Soda, you will be the frontline of our commitment to excellence in customer service. Working in a dynamic, B2B industrial environment, you will handle customer complaints and queries with the utmost professionalism and efficiency, ensuring that our clients always receive the best possible service. Your role will be pivotal in maintaining and enhancing customer relationships, thereby contributing to the ongoing success and growth of our business. 

Job Description:

• Serve as the first point of contact for customer complaints and queries, ensuring a prompt, courteous, and effective response,
• Investigate and resolve customer complaints in a timely manner, liaising with internal departments to facilitate solutions,
• Monitor customer satisfaction levels and report on trends and issues to the management team, suggesting improvements when necessary,
• Conduct and manage an annual customer satisfaction survey for key WE Soda customers and distributors,
• Follow-up on customer satisfaction improvement action plans coming out of the annual survey,
• Maintain a comprehensive knowledge of WE Soda’s products, services, and policies to provide accurate information to customers,
• Record and manage complaints and feedback using our CRM system, ensuring data accuracy and valuable insights for the business,
• Develop and maintain strong relationships with customers, understanding their needs and ensuring their satisfaction with our products and services,
• Work closely with the sales representatives' teams to identify opportunities for improving product quality and service delivery based on customer feedback,

General Qualifications:

• Proven experience of minimum 5 years in customer service or a related role, preferably in a B2B or industrial setting,
• Excellent communication skills, both verbal and written, with the ability to handle difficult situations with diplomacy and tact,
• Strong problem-solving skills and the ability to think critically to resolve customer issues effectively,
• Familiarity with CRM systems and practices, and proficiency in MS Office or equivalent software,
• Ability to work independently and as part of a team, demonstrating initiative and a proactive approach to daily tasks,
• High level of attention to detail and the ability to manage multiple tasks simultaneously,
• Knowledge of the industrial sector and commodity products is highly advantageous,
• Completed military service for male candidates,
• No travel restrictions,

·       Residing in or willing to reside at İstanbul,

Education & Experience:

•        Proven experience of minimum 5 years in customer service or a related role, preferably in a B2B or industrial setting,
•        Bachelor’s degree from related fields.