ABOUT WEBHELP

Owner of the 2018 European Market Leadership Award, Webhelp is a 115,000 people-strong global leader in business process outsourcing (BPO). Operating in more than 60 countries and 170 locations, we continue to specialize in customer experience outsourcing but our capabilities extend across voice, social and digital channels. Our outsourced services have also expanded to include payment management, sales and marketing services. 

Webhelp Turkey currently operates in İstanbul, Ankara, İzmir, Bursa, Bingöl, Yozgat and Van with more than 17,000 employees, driven to make a real difference in customer care services.

Skills / Experience:

• University degree,
• At least 1-2 year experience in social media communication or moderation or consumer relations,
• High level in English and Arabic,
• Who likes writing and well know Turkish grammar and orthographic rules,
• Researcher, dominates social media dynamics,
• Following agenda and trends,
• To be able to make moderation on social media accounts for brands,
• To be able to make social media analysis and reporting,
• Using social media panels very effectively,
• Time management skills, teamworker, taking a responsible, positive and constructive, 
• Proficiency in MS Office applications,
• Strong communications skills.   

Key Accountabilities:

• Report and manage the operating standards according to aligned KPIs,
• Maximize consumer satisfaction by the effective management of all consumer contacts,
• Understanding consumer needs and expectations,
• Building consumer loyalty and enhancing the company’s reputation,
• Introduction and implementation of any/all company policies relevant to consumer protection, effective interaction and service,
• Implement the business engagement processes (E.g. Corporate, Brand, Legal processes)
• Monitoring engagement standards by using updated tools,
• Support the local Consumer Insight process,
• Responsible for reporting local market CEC needs and outputs,
• Support of promotional activities and brand external partners,
• Management and support of customer interaction when required,
• Management of interaction with regulatory & legal and other industry relevant authorities to work aligned with local requirements, 
• Support and manage interaction with relevant professional and industry organizations,
• Liaise between the business and third party to ensure effective communication during crisis management,
• Social media monitoring, moderating, analysing for all related brands,
• Moderation of social media channels and coordination of cases between agencies and careline-respond when required.