Customer Support & Order Operations Specialist

ZNC Global Elektronik Hizmetler San. Tic. Ltd. Şti.; Fatih; On-site; TRY 167,000 - 301,000; Full time

Job summary

ZNC Global Elektronik Hizmetler San. Tic. Ltd. Şti.

is seeking a Customer Support & Order Operations Specialist for an on-site role in Fatih, Istanbul. The role covers the full order lifecycle, from inquiries to post-purchase support, with emphasis on ownership and proactive issue resolution. You will monitor orders, coordinate with carriers and payment providers, resolve cases, and ensure timely completion of all open issues.

Qualifications

• Fluent in Turkish and English with strong written English communication.
• Strong logical and analytical thinking skills.
• Ability to own cases from start to finish and manage multiple open cases.

Responsibilities

• Respond promptly to customer inquiries via email, Judge.me, Delight App, and other channels.
• Take ownership of customer cases and follow them through to resolution.
• Monitor shipments from dispatch to delivery and identify delays or problems.
• Contact FedEx, UPS, and other logistics partners for intervention or documentation.
• Handle order-related requests such as address changes, cancellations, and missing items.
• Keep customers informed during delivery issues and coordinate resolutions.
• Evaluate refunds, replacements, returns, and chargebacks per policy; escalate when needed.
• Maintain records of open cases, investigations, refunds, and exceptions.

Skills

Turkish language

English language

Tools

Judge.me

Delight App

Excel

CRM systems

Logistics dashboards

Job description

We are an international e-commerce company delivering Turkish products to customers worldwide. We manage the entire customer journey in-house, from order processing and international express shipping to post-purchase customer support.

Role Description

This is a full-time, on-site position based in Fatih, Istanbul.

We are looking for a Customer Support & Order Operations Specialist who will take ownership of customer-related matters throughout the entire order lifecycle.

The role goes beyond answering customer inquiries. You will be responsible for monitoring orders and shipments, identifying potential issues, coordinating with carriers and payment providers, resolving customer cases, and ensuring that every open case is followed through to completion.

Key Responsibilities

• Respond promptly and professionally to customer inquiries through email, Judge.me, Delight App, and other customer communication channels.
• Take ownership of customer cases and follow them through until they are fully resolved.
• Monitor shipments from dispatch to final delivery and proactively identify delayed, stuck, returned, damaged, or otherwise problematic shipments.
• Contact FedEx, UPS, and other logistics partners when intervention, investigation, documentation, or additional information is required.
• Handle order-related requests such as address corrections, cancellations, delivery changes, missing items, and other post-purchase issues.
• Keep customers informed during delivery problems and coordinate the appropriate resolution.
• Evaluate and handle refund, replacement, return, and compensation cases in accordance with company policies, escalating exceptional cases when necessary.
• Manage payment disputes and chargebacks, including collecting evidence and preparing and submitting dispute documentation.
• Monitor customer reviews and complaints, respond when appropriate, and escalate recurring or significant issues.
• Maintain accurate records of open customer cases, shipment investigations, refunds, chargebacks, and other exceptions.
• Prepare weekly reports covering customer support activity, unresolved cases, shipment problems, refunds, chargebacks, and recurring customer issues.
• Identify recurring operational problems and report opportunities to improve the customer experience and reduce future support cases.
• Participate in daily online team meetings and coordinate with logistics, purchasing, and management when necessary.

Job Requirements

• Fluency in both Turkish and English, with strong written English communication skills.
• Strong logical and analytical thinking skills.
• Ability to understand the underlying issue behind a customer's request rather than simply responding to the message itself.
• Strong sense of ownership and responsibility for following cases through to completion.
• Excellent written communication skills and the ability to adjust tone and communication style for different customers and situations.
• Strong organizational and self-management skills.
• Ability to prioritize multiple open cases in a fast-paced e-commerce environment.
• Comfortable working independently and making structured decisions.
• Ability to work proactively without waiting for individual instructions for every task.
• Quick learner with strong problem-solving and research skills.
• Detail-oriented and capable of working accurately with order, shipment, payment, and customer information.
• Strong computer literacy and confidence working with multiple web-based systems, dashboards, spreadsheets, and communication platforms.

Experience in e-commerce, international shipping, payment disputes, or customer operations is an advantage but not required.