Turkish Customer Experience Process Lead

About the role

The Turkish Customer Experience Process Lead is the primary authority on customer‑service processes, products and systems for Turkish‑speaking customers. The role ensures service excellence by supporting frontline teams, driving continuous improvement and maintaining high‑quality standards across all interactions. Acting as a key advisor, the Lead enables effective issue resolution, enhances the overall customer experience and aligns service delivery with Capgemini’s organizational goals.

Key responsibilities

• Support and coach frontline agents to deliver consistent, high‑quality service.
• Analyse performance data, identify improvement opportunities and implement process enhancements.
• Manage complex customer issues and escalations in a voice environment.
• Maintain and update process documentation, standards and best‑practice guidelines.
• Mentor junior team members and facilitate knowledge sharing.
• Coordinate with cross‑functional teams to ensure alignment of service delivery.

Required profile

• Fluent Turkish (C1) and strong English (B2) communication skills.
• Minimum three years of experience in a customer‑service support, contact‑center or similar role.
• Proven ability to handle complex issues and escalations in a voice‑based environment.
• High attention to detail, quality standards and ability to manage multiple priorities.

Required skills

• Proficiency with Microsoft Office, especially Excel.
• Strong data‑analysis capability to generate actionable insights.
• Deep understanding of customer‑service processes and industry best practices.
• Excellent interpersonal and communication abilities.

What we offer

• Opportunity to work for a global leader in technology and consulting.
• Collaborative, inclusive environment with continuous learning.
• Access to Capgemini’s AI‑powered tools and resources.