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AI Summary
The specialist will manage the end-to-end customer journey, optimizing interactions to improve satisfaction, loyalty, and retention, which includes monitoring client feedback across various online platforms. This role involves identifying negative feedback, assisting in professional responses, and collaborating with internal teams to resolve client issues and improve service processes.
About the role
- We are seeking a Client Experience Specialist with at least 1-2 years of hands-on experience, will improve customer satisfaction, loyalty, and retention by managing the end-to-end customer journey and optimizing interactions.
- This remote position is ideal for a candidate who is fluent in Turkish and English and has a strong interest in our areas of practice.
- Working hours for this role are between 09:00 and 17:00 according to the U.S. Central Time Zone, which corresponds to 17:00 in the evening and 01:00 in the morning Türkiye time.
What you'll do
- Monitor client feedback on social media platforms, online communities, and review websites
- Identify and report negative feedback or misinformation related to the firm
- Assist in responding to comments, reviews, and client concerns in a professional and solution-oriented manner
- Work with internal teams to resolve client issues and improve service processes
- Track recurring complaints or client concerns and report insights to management
- Help improve the overall client journey from initial contact to case completion
- Support initiatives aimed at increasing client satisfaction and loyalty
Qualifications
- Bachelor’s degree in a related field is preferred
- 1–2 years of experience in customer service, client relations, customer experience, or a similar role
- Strong written and verbal communication skills in English
- Ability to communicate professionally and calmly in challenging situations
- Strong attention to detail and problem-solving skills
- Comfortable working with online platforms
- Ability to analyze feedback and identify patterns or recurring issues
- Familiarity with online reputation management or customer satisfaction processes
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