Customer Relations Center Specialist - Hermès Istanbul

Job description

Key Responsibilities TEAM - Act as the primary point of contact for the CRC team on all operational matters (procedures, customer inquiries and discussions, etc.), ensuring smooth and efficient process management. - Ensure the proper implementation and consistent application of procedures. - Support the onboarding and integration of new team members through training, day-to-day guidance (mentoring-style support), and by updating training materials. - Actively participate in daily morning briefings as part of team management, sharing best practices, feedback and contributing to team engagement. - Identify and report operational support needs to the CX Manager in a timely and structured manner. MONITORING & SUPPORT - Monitor team KPIs on a daily and individual basis, analyse performance trends and propose action plans to drive continuous improvement, in alignment with the Management team. - Ensure full compliance with processes related to clients and subsidiaries, while actively supporting the team in strengthening customer relationships. - Monitoring Responsibilities; - o Emails pending processing in Eptica. - o Monitor emails received through generic inboxes and ensure timely respo...