Customer Service Specialist

Work Flexibility: Hybrid

We are looking for a Customer Service Specialist to join our team based in Istanbul, Sancaktepe. If you have experience in customer service, order management, or related fields, if you are responsible, are used to working with large amounts of data and ready to learn new things, then you might be the person we are seeking.

What you will do:

• Provide phone support for inquiries from sales and healthcare professionals

  
  

• Engage, interact, and respond in a prompt, accurate, courteous and poised manner in order to encourage positive business relationships

  
  

• Process all work in accordance with relevant working practices and standard operating procedures

  
  

• Provide feedback and suggestions to improve service levels, internal processes and customer support methodology

  
  

• Consistently demonstrate a positive, constructive, and cooperative attitude in the business environment 

  
  

• Provide support beyond standard hours as needed if workload require additional time

  
  

• Support Sales Department by providing answers to questions generated by telephone and e-mails

  
  

• Managing On Time In Full KPIs where possible to ensure timely delivery of products to meet customer requirements

  
  

• Process and follow up customers’ complaints

  
  

• Archive documents related to order processing and shipments and assist during audits by collecting requested documents

  
  

• Communicate effectively with Customers and respond to their requests

  
  

• As a Customer Services Specialist, you will lead by example, driving the following aspects of the department

  
  

  • Operational KPIs and Service Level Agreements

    
    

  • Team Engagement

    
    

  • Departmental projects and initiatives

    
    

  • Productivity in the department

    
    

  • Processes and opportunities for improvement

    
    

What you need:

• Minimum 1-3 years' experience in Operations/Customer Service with University Degree

  
  

• Experience with ERP is desirable

  
  

• Advanced proficiency in Microsoft Office, with a focus on Excel

  
  

• Proficient in written and spoken English at least at an Intermediate/ Upper Intermediate level

  
  

• Responsibility, perseverance, attention to details

  
  

• Experience working with large databases

  
  

• Excellent communication skills, handling objections

  
  

• Strong customer satisfaction focused

  
  

• Innovation & Creativity – Identifies and champions new ideas

  
  

• Basic Knowledge about rules and laws in the medical device environment would be an advantage