Customer Experience & Process Improvement Lead

KoçZer Romania SRL; Fatih; On-site; TRY 600,000 - 900,000; Full time

Job summary

KoçZer Romania SRL is seeking a Service Operations professional to manage end-to-end processes for customer services, ensuring timely progress payments and proper service accounting, and monitoring invoicing workflows.

You will analyze returned invoices, develop process maps, and track performance with MIS tools, SAP experience preferred. Bachelor's degree required; 3–5 years in service operations; driving license and willingness to travel are essential.

Qualifications

• Bachelor's degree required; Master's preferred.
• 3–5 years in service operations.
• Strong process management and coordination skills.
• Excellent analytical thinking and problem-solving skills.
• Effective supplier and stakeholder management.

Responsibilities

• Manage end-to-end operational processes related to services provided to customers.
• Ensure timely and accurate completion of progress payment processes and service accounting.
• Monitor invoicing processes and maintain invoice work list.
• Analyze returned and rejected invoices and identify root causes for corrective actions.
• Prepare and maintain process flows, maps, and operational reports.
• Monitor operational performance indicators and define actions based on insights.
• Identify process gaps and follow up on corrective actions.
• Identify opportunities for process improvement and contribute to initiatives.
• Analyze customer feedback to drive improvements in customer experience.
• Collaborate with departments and stakeholders to ensure effective execution.

Skills

Process management

Analytical thinking

MS Office

Stakeholder management

Communication

Education

Bachelor's degree

Master's degree

Tools

SAP

MIS reporting tools

Job description

KoçZer Romania SRL is seeking a Service Operations professional to manage end-to-end processes for customer services, ensuring timely progress payments and proper service accounting, and monitoring invoicing workflows.

You will analyze returned invoices, develop process maps, and track performance with MIS tools, SAP experience preferred. Bachelor's degree required; 3–5 years in service operations; driving license and willingness to travel are essential.