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Customer Experience Design Specialist / Executive
ÇiçekSepeti, Turkey
Experience
1 Year
Salary
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Mar 23, 2021
Last Date
Apr 23, 2021
Location(s)
Job Description
Interested in creating a seamless customer experience to delight ÇiçekSepeti amp; LolaFlora customers from all over the world?Indeed, our customers are the nicest people. They’re the ones who never skip the special occasions of their loved ones. The ones showing that they’re always there regardless of the distance. Don’t you think they deserve to be the happiest customers ever, while we become the greatest gifting company in the world?We’re looking for a Customer Experience Design Specialist / Executive to be among the architects of our success story. Your responsibilities will include- Working to create ideal people experience for all ÇiçekSepeti ecosystem: customers, sellers and customer representatives.
- Being theVoice of Customerby analyzing customer feedback from various sources (call center complaints, NPS results, social media comments, sellers and internal stakeholders) to bring actionable insights to improve experience.
- Visualizing customer journeys by creating maps and processes for selectedMoment of Truths(order, complaint, return etc.).
- Defining the experience gaps on the maps and prioritize necessary actions accordingly.
- Making E2E project management for defined experience gaps.
- Working continuously to ensure the best service in all touch points: call center, web, mobile app etc.
- Challenging seller and customer service processes to prevent the adverse effects on customer experience.
- Gathering best practices from various e-commerce companies from all over the world and adapt relevant practices to ÇiçekSepeti amp; LolaFlora processes
About You- You’re comfortable with navigating through a complex network of internal and external stakeholders to get timely results
- You have a knack for working easily with people from diverse cultural backgrounds
- You’re an analytical and strategic-thinker who can tackle the day-to-day operations with a hands-on approach
- You’re an excellent communicator and you can manage effective relationships virtually with anybody
Minimum Requirements- BA/BSc degree in relevant academic disciplines (Industrial Engineering, Management Engineering, Management etc.)
- Minimum 1-3 year of experience in Customer Journey/Experience design, Process Improvement, CRM, Campaign Management, Product Management (e-commerce industry will be an asset)
- Strong verbal and written communication skills in English
- Advanced skills in MS Office Programs, particularly Microsoft V
- Fluency in a Spanish would be nice to have
Join us if you’re already excited to create the greatest customer experience for the greatest gifting company in the world!What we offer- Working remotely
- Dynamic work ecosystem where you can take initiative and responsibility
- Enjoyable team/company activities
- Netflix, BluTV, YouTube Premium and portable modem
- Dress code: you can wear whatever you want
About Us
As a pioneering tech company in gifts, our vision is to lead other verticals in ecommerce. We make millions of people smile with this vision!
Founded in 2006 by Emre Aydin,CicekSepeti.comoffers the broadest selection of flowers amp; gifts delivered same day within a single experience, through 10.000+ vendors and 24x7 customer support.
CicekSepeti.comis the most visited floral and gifting website according to SimilarWeb data, having 4 times more visitors than the second largest player in the world.
Besides covering 70+ cities in Turkey, CicekSepeti has expanded into Spain, Mexico and Colombia with its international brand, LolaFlora.
We’re so happy and proud to be selected the Best Employer Brand at LinkedIn Turkey Talent Awards 2019!
Headquartered in Istanbul, we’re a young, nimble, dedicated team of professionals, who are not only hard workers but also smart workers; who know how to get things done in the right way, as well as getting the right things done for our customers. Moreover, we’re on the verge of an exciting episode in our journey as we simultaneously set foot on international markets and grow further in domestic market. Job Specification
ÇiçekSepeti
Information Technology and Services - Ankara, Turkey