E-Commerce Operations Support Specialist

Job Description

To improve the e-commerce customer experience, to take an active role in sales development activities and determination of business partners in order to achieve the targeted sales of the country.

Call Center Management and Customer Experience:

• Provides expertise support in escalated problems, provides daily & weekly reporting of complaints, recommends an action list, and ensures the resolution of the problem.
• Analyzes the trends of customer satisfaction surveys and coordinates the content translation process of customer satisfaction surveys
• Identifies actions that will improve customer experience and increase conversion rate in pre check-out, check-out and post check-out processes, analyzes benchmarks, reports its impact on sales and operations.

Sales Development Management

• Analyze the digital (E-Commerce, social media, marketplace etc.) activities of the competitors
• Closely monitors daily sales and budget / realization rates, offers an action plan to close the gap between planned and actual sales.
• Takes an active role in analyzing and determining sales-enhancing activities and reports, audits their implementation, and ensures their efficiency.
• Determines the companies that will create payment alternatives in the relevant country in a way to cover the payment ecosystem widely, receives offers, and manages the negotiation process
• Searches local customer service, translation companies, receives offers, and manages negotiation and contracting processes.
• After deciding the Marketplaces to work in the country of interest, researches the business model and commercial terms, receives offers, and manages the negotiation and contract process.

Category Management:

• Ensures that the correct prices are reflected on the site with the relevant units at least once a week.
• Prepares country special day calendars, finds content suggestions, and makes competitor analysis.
• Provides inputs to the digital marketing team and the category team by analyzing category-based views.
• Provides the accuracy of daily stock on site and the product control process, if any, and informs relevant teams.