Customer Satisfaction Specialist (Disabled)

Petrol Ofisi A.Ş.

The leader of the fuel and lubricant sectors in Turkey, Petrol Ofisi was founded as the first and national brand of Turkey on February 18, 1941. Petrol Ofisi traditionally maintains its titles as “the leader of fuel sector in Turkey”, “the market leader of lubricants and chemicals in Turkey”, and “one of the two biggest private companies of Turkey.” Today, Petrol Ofisi has a strong and unparalleled infrastructure in Turkey, consisting of more than 1.700 fuel stations, more than 1.400 village pumps, 9 fuel terminals, 3 LPG terminals, 20 airport refueling units, 1 lubricant factory, and approximately 1.1 million m3 of storage capacity.

We are looking for

Customer Satisfaction Specialist (Disabled)

who have the following qualifications to join our team:

BA Degree in Business Administration, Economics

Experience more than 2 years

Fluent in English

Good Communication Skills

Analytical thinking skills

Knowledge of EMRA regulations

Problem-solving and effective use of decision-making tools

Good presentation skills

JOB PURPOSE

To provide support for customer complaints, maximizing customer satisfaction and ensuring full communication at all times.

MAIN RESPONSIBILITIES

• To be an effective communicator and ensure all complaints are acknowledged in a timely manner and customers are kept information throughout the complaint process.
• To manage the resolution of customer complaints, within given timescales.
• To be the first point of contact for all customer related issues, maximizing customer satisfaction and ensuring full communication at all times.
• To liaise with the business departments on a periodically basis and report on the level of customer complaint resolutions.
• To provide complaint trends and communicate lessons learnt to the Head of CS manager and Business Partner, so service levels can be improved.
• To be responsible for investigation, resolution and reporting of all customer related complaints.
• To input all complaints onto the database, reporting and seeing through to completion. This will involve completing Client paperwork to ensure 360 degree communication.
• Escalate all unresolved issues/complaints to Head of CS manager whilst keeping the Sales Managers and Business Partner informed at all level.
• To ensure all Company policies and procedures relating to customer complaints are followed and are adhered to and documented within the department.
• To be the main point of customer contact, liaising with operational colleagues ensuring that clients are kept fully informed of progress at all times.
• Respond positively to any new initiatives that are brought into practice making sure they easily become part of the customer experience service delivery.
• Ensure that all written communication is carried out as per the customer care procedures and any contractual specification.
• To monitor all potential claims ensuring minimal financial impact to the branch and company.
• To liaise with all levels of management throughout the business, including clients.