Customer Experience Specialist / Process Lead

Role Overview

The successful candidate will be responsible for managing and monitoring end-to-end operational processes related to the services provided to customers, ensuring timely and accurate completion of progress payment processes, and maintaining the invoice work list.

What You Will Do

The candidate will analyze returned and rejected invoices, identify root causes, and ensure necessary corrective actions are taken, as well as prepare and maintain process flows, process maps, and operational reports.

Why It Might Be a Fit

The candidate will identify operational issues and process gaps, conduct root cause analyses, and follow up on corrective actions, as well as analyze customer feedback and contribute to initiatives aimed at enhancing the overall customer experience.

Requirements

• Bachelor’s degree
• 3-5 years of experience in service operations
• Strong experience in process management, operational follow-up, and coordination
• Strong analytical thinking, problem-solving, and root cause analysis skills
• Effective supplier relationship and stakeholder management skills
• Ability to use MIS and similar data analysis and reporting tools
• Strong planning, prioritization, and results-oriented working skills
• Strong interpersonal and communication skills with the ability to build sustainable relationships with internal and external customers
• Proficiency in Microsoft Office applications with strong reporting skills
• Experience with SAP applications is preferred
• Minimum B2 level English proficiency
• Valid Class B driver’s license and active driving experience
• No restrictions on business travel
• For male candidates, completion of compulsory military service