Supervisor of Customer Service (mwd)

TIENS Europe Region; Fatih; On-site; TRY 150,000 - 300,000; Full time

Job summary

A multinational company in Turkey seeks a Customer Service Manager to lead the customer service team and develop effective strategies for improved service quality. The ideal candidate should hold at least a Bachelor’s degree and have excellent command of Turkish and English. Responsibilities include handling inquiries, performance monitoring, and collaboration with other departments. The role offers a supportive team environment and employee benefits.

Benefits

A motivated team that supports each other

Opportunity to contribute individual strengths

Coffee, tea and water availability

Employee discounts on a broad product portfolio

Qualifications

• Excellent knowledge of Turkish and English in both written and spoken.
• Strong flexible mind and good working ability under pressure.

Responsibilities

• Define and implement the customer service strategy.
• Lead and develop the customer service team.
• Handle customer inquiries and complaints professionally.
• Measure and control service quality KPIs.
• Ensure CRM system performance and manage data integration.
• Collaborate with other departments on aligned objectives.

Skills

Excellent communication skills

Online/offline marketing skills

Strong sense of responsibility

PC skills with MS Office

Education

Bachelor degree or above

Job description

The TIENS Group Co., Ltd. is a multinational conglomerate, integrating industrial capital, business capital and financial capital with its scope of business covering biotechnology, health management, hotel and tourism industry, education & training, e-commerce and finance investment, etc. With its business reaching over 224 countries, TIENS Group has set up branches in 117 countries & regions and has established strategic alliances with top ranked enterprises from many countries. TIENS Europe Region is currently active on more than 20 markets.

Responsibilities

• Strategy & System Development – Define and implement the customer service strategy in line with the Group’s overall direction. Build, optimize, and maintain the company’s customer service system, standards, and workflows.
• Team Leadership & Performance – Lead, coach, and develop the customer service team. Allocate resources effectively, set KPIs, monitor performance, control departmental expenses, and ensure continuous improvement of service quality and customer satisfaction.
• Customer Interaction & Support – Handle customer inquiries and complaints via phone, email, chat, and other channels with professionalism and empathy. Provide product/service information and ensure fast, effective resolution.
• Process & Quality Control – Measure and control service quality KPIs, streamline operations, and implement best practices to deliver efficient and standardized service.
• CRM & Communication Optimization – Ensure CRM system performance, manage data integration (SDK-API), implement mobile CRM strategy, and create innovative communication concepts to enhance the user journey (e.g., automated email campaigns).
• Cross-Department & Project Support – Collaborate with other departments, support TIENS Europe projects, and participate in events, meetings, and training sessions to align customer service efforts with company objectives.

Requirements

• Bachelor degree or above. Excellent knowledge of Turkish and English in both written and spoken
• Strong communication skills and excellent online/offline marketing skills
• Strong sense of responsibility, flexible mind, optimistic personality and good working ability under pressure;
• PC skills with the MS Office package

Benefits

• A motivated team that supports each other
• The opportunity to contribute your individual strengths
• Coffee, tea and water are freely available
• Broad TIENS product portfolio with attractive employee discounts