Loyalty Team Leader

DESCRIPTION 

WHAT WILL YOU BE DOING?

• Reporting to the Loyalty Team Manager, you would be managing and overseeing the customer loyalty team's performance. You will be involved in following KPIs, implementing guidelines, and assisting with any issues employees may have.

RESPONSIBILITIES

• Ensuring that Customer Loyalty Agents continuously apply high-quality customer service guidelines while servicing customers;
• Providing regular reviews, ensuring all staff is fully trained, and meeting quality and efficiency standards;
• Monitoring team productivity to meet Company's objectives and KPIs;
• Following agents’ performance, conducting coaching meetings, and delivering new employee training, including identifying OT needs;
• Identifying training needs based on assessments and accordingly outline suitable development plans;
• Focusing on enhancing customer experience, aiming to maximise satisfaction, and conducting staff appraisals;
• Assisting the Customer Loyalty Manager with ad-hoc tasks and projects;

REQUIREMENTS

• Minimum 1 year of experience related to the Loyalty department at CX Fort;
• Minimum 1 year of experience in a Leadership and/or QA position at CX Fort.
  

SKILLS

• Excellent command of Turkish and English, both written and spoken;
• Natural leadership abilities;
• Strong communication skills.
• Knowledgeable about brands and products;
• Strong teamwork, judgement, decision-making, and work ethics;
• Customer-oriented mindset, adaptable to a dynamic environment, and flexible in working hours.

WHAT SHOULD YOU EXPECT?

• A casual atmosphere with a supportive, community-driven environment;
  
• A safe work environment;
• Great work-life balance;
• Teamwork and collaboration;
• Training and personal development;
• An attractive remuneration package.
• Fringe benefits.

INTERESTED?

If you feel that you meet the eligibility criteria, we encourage you to apply by using the Apply Now button on this advert. 

All applications will be acknowledged and treated with maximum confidentiality.