Back Office Professionals

Ready to learn more about us?We were founded in 2010 with a dynamic and agile start-up spirit. The trust of around 30 million customers and 250,000 sellers has made us the first decacorn in Turkey. Our success is backed by renowned investors such as Alibaba, General Atlantic, Softbank, Princeville Capital and several sovereign wealth funds. In 2022, we opened our first dedicated international office in Berlin and expanded to Amsterdam, Luxembourg and London. And that's just the beginning!

Tech at the rootWe believe that technology is the driver and e-commerce is the outcome. Thanks to the dedication of our team, we have become one of the top 5 e-commerce companies in EMEA and one of the fastest growing worldwide. We currently deliver over 1.5 million parcels daily to 27 countries.

Growth is in our DNAAs a young and dynamic company, we are constantly growing and expanding. With Trendyol Tech, one of the leading R&D centres, Trendyol Express, the fastest growing delivery network, Dolap, the largest platform for second-hand goods, and Trendyol Go, our instant food and grocery delivery service, we are gearing up to become the world's leading e-commerce platform.

Focused on positive impactOur vision goes beyond business success. We strive to make a sustainable and positive impact on our customers, business partners, and society. By digitizing merchants and SMEs, helping businesses grow, and promoting women's economic empowerment, we are dedicated to creating a better future.

ABOUT THE TEAMBeing a much-loved brand means putting customers first and designing every process around them, while remaining attractive to the sellers in our ecosystem.

The Customer & Seller Experience Team analyzes the needs of customers and suppliers, and offers solutions to increase their satisfaction and loyalty. They also design end-to-end customer experience journey for existing and new business models, and strive every day to help Trendyol to become a loved brand by knowing team processes inside out!

We are all working with the same purpose: To create a positive impact in our ecosystem by enabling commerce through technology.

YOUR MAIN RESPONSIBILITIES

• Support the teams that can't resolve requests from partners such as sellers, customers, and cargo in the first contact
• Manage and oversee outsource teams
• Prepare and monitor daily reports for quality, efficiency, and service level objectives, and quickly develop solutions for any issues that arise
• Document existing and changing processes and ensure that the teams implement these processes without flaw
• Act as a bridge between outsource teams and internal customers, resolving prolonged and unresolved issues
• Extract pain points from data, identify recurring problems, and project solutions, providing support for those projects
• Propose process optimization and improvement suggestions and prioritize tasks that will provide the highest benefit to the customer
• Assess the progress with internal and external customers
• Hold regular meetings to resolve requests, suggestions, and complaints
• Work closely with technical teams for self-service and AI solutions

QUALITIES WE ARE LOOKING FOR

• Bachelor’s degree
• Good command of English
• Back office operation and customer experience know-how
• Familiarity with Microsoft Office Programs
• Skilled at stakeholder management and communication
• Strong follow-up skills