Customer Service Representative
On-siteIstanbul, Istanbul, Turkey
Job Summary
Process inbound and outbound orders, enquiries, complaints, and general information through multiple communication channels while maintaining service level agreements and EMEA metrics. Manage returns, credit and debit notes, consignment reconciliation, and failed EDI or eCommerce orders. Implement automation tools to drive touchless operations and support internal business improvement initiatives. Liaise with commercial partners and key departments to coordinate daily activities and enforce compliance with company policies and quality audits. Maintain product, system, and commercial knowledge to manage customer relationships and stay current with process updates through training sessions.
Required Qualifications
- Turkish Language proficiency
- English language capability
- Experience of working in a Customer Service role
- Customer mindset, able to demonstrate understanding and give examples of putting the customer at the forefront of solutions offered
- Self-motivated, committed team player
- Effective Communication skills in both written and verbal
- Proactive approach to problem solving/complaint handling
- Good computer skills including data input
- Able to work well under pressure and work in a fast-paced and busy environment
- Organizational, numerical, and administrative skills
- Location: Istanbul, Turkey
Desired Qualifications
- Knowledge of Customer Relationship Management systems
- Knowledge / Proficiency of SAP
- Proficiency in Microsoft Office
- Additional EMEA language capability
- Understanding of the Eye Care Profession (ECP), or experience of working with ECP's
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