Customer Service Representative

We are seeking a Customer Services Agent to serve as a liaison between the company and its current, potential, and past customers. This role is responsible for effectively addressing customer issues, complaints, and inquiries while prioritizing both customer satisfaction and the company’s interests.

Responsibilities:

• Deliver a high level of service to ensure customer satisfaction and manage all general inquiries.
• Handle large volumes of inbound calls, emails, and chats according to departmental Deliver a high level of service to ensure customer satisfaction and manage all general inquiries.
• Handle large volumes of inbound calls, emails, and chats according to departmental SLAs.
• Follow department procedures, protocols, company regulations, and best practices.
• Identify customer needs, clarify information, research issues, and provide accurate solutions and alternatives.
• Maintain comprehensive and accurate records of all communications within the department.Achieve personal and team qualitative and quantitative KPI targets.
• Monitor the website, trading platforms, and mobile app, particularly during periods of increased inquiries.
• Escalate technical issues encountered by customers or identified by agents to relevant departments promptly.
• Meet knowledge base KPI targets.Assist in onboarding new hires as directed by the Team Leader.

Requirements:

• speaker in Turkish both written and spoken.
• Proficient in English, both written and spoken.Positive attitude.
• Ability to work 5 days/shifts a week, including at least one night shift per week.
• Previous experience in customer service is advantageous.
• Experience in the Fin-tech industry is a plu