Position Summary

As a Contact Center Agent, you will be responsible for providing timely and accurate support for HR Business Services (HRBS) and Source-to-Pay (S2P) Vendor Services inquiries through both telephonic and non-telephonic channels. You will play a key role in delivering an excellent employee and stakeholder experience while ensuring compliance with service standards, KPIs, and Service Level Agreements (SLAs).

A day in the Life :

Drive Operational Excellence

Provide Tier 1 support through phone, email, chat, and self-service channels for HRBS and S2P Vendor Services inquiries.

Guide employees and stakeholders on processes, procedures, request status, KPIs, SLAs, and support channels.

Investigate and route Tier 2 queries to the appropriate teams and stakeholders.

Escalate process issues, technical incidents, and service disruptions when required.

Accurately document all interactions in line with established processes, templates, and data categorization standards.

Share process updates, knowledge articles, and best practices with team members.

Ensure Service Delivery

Deliver contact center services in alignment with the HRBS service delivery framework.

Support the achievement of agreed service levels, quality standards, KPIs, and SLAs.

Identify and communicate risks, issues, escalations, and process improvement opportunities in a timely manner.

Ensure a consistent and high-quality employee experience across all markets within scope.

Drive Continuous Improvement

Participate in regular reviews with operational teams and stakeholders.

Contribute to process standardization and continuous improvement initiatives across markets.

Support knowledge-sharing activities and drive operational efficiency.

Desired Candidate Profile

0 1 year of experience in customer service, contact center operations, HR services, or a related field.

Fluent Turkish speaker with strong verbal and written communication skills.

Strong customer-service mindset with empathy and professionalism.

Excellent active listening and problem-solving skills.

Ability to work effectively across multiple systems and CRM platforms.

Strong organizational skills and attention to detail.

Resilience, adaptability, and patience in a fast-paced environment.

Flexibility to work in shifts.

Ability to meet performance targets and service quality standards.