Customer Experience Specialist / Process Lead

KoçZer; 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

As part of the Customer Experience Team within the Services Business Unit Lead, the successful candidate will be responsible for:

• Managing and monitoring end-to-end operational processes related to the services provided to customers,
• Ensuring the timely and accurate completion of progress payment processes and the accounting of services provided,
• Monitoring invoicing processes and maintaining the invoice work list,
• Analyzing returned and rejected invoices, identifying root causes, and ensuring that necessary corrective actions are taken,
• Preparing and maintaining process flows, process maps, and operational reports,
• Monitoring operational performance indicators, analyzing data, and defining necessary actions based on insights,
• Identifying operational issues and process gaps, conducting root cause analyses, and following up on corrective actions,
• Identifying process improvement and efficiency opportunities and contributing to related development initiatives,
• Analyzing customer feedback, identifying improvement opportunities, and contributing to initiatives aimed at enhancing the overall customer experience,
• Collaborating and coordinating with relevant departments and key stakeholders to ensure effective process execution,
• Supporting initiatives aimed at ensuring sustainable internal and external customer satisfaction.

General Qualifications

• Bachelor's degree, preferably complemented by a Master's degree,
• 3-5 years of experience in service operations,
• Strong experience in process management, operational follow-up, and coordination,
• Strong analytical thinking, problem-solving, and root cause analysis skills,
• Effective supplier relationship and stakeholder management skills,
• Ability to use MIS and similar data analysis and reporting tools,
• Strong planning, prioritization, and results-oriented working skills,
• Strong interpersonal and communication skills with the ability to build sustainable relationships with internal and external customers,
• Proficiency in Microsoft Office applications with strong reporting skills,
• Experience with SAP applications is preferred,
• Valid Class B driver's license and active driving experience,
• No restrictions on business travel,
• For male candidates, completion of compulsory military service.