Consumer Services Supervisor(Temporary/1- year contract)

Tchibo is a unique company because it operates both as a retailer and coffee shop, and also sells its FMCG branded products through retail chains and its own online store. Initially focused more on non-food retail in Turkey, over recent years Tchibo Turkey has emphasized its coffee heritage and expertise in its local offering.

We’re looking for a Consumer Services Supervisor to join our growing organization on a 1-year fixed-term contract .

Responsibilities:

• Track, report, and manage resolution processes for all consumer feedback, complaints, and inquiries received via call center, email, social media, retail stores, and other communication channels.
• Monitor call center KPIs (response time, consumer satisfaction rate, resolution time, etc.) regularly and implement action plans for performance improvement.
• Forecast daily/monthly call volumes and determine the need for consumer service representatives accordingly.
• Handle consumer requests related to e-commerce processes (orders, shipping, returns, exchanges) and coordinate closely with the logistics and e-commerce teams.
• Provide necessary guidance regarding financial processes such as virtual POS transactions, provision refunds, and invoice issuance.
• Co-manage legal complaint processes involving consumer disputes.
• Take proactive actions to enhance consumer satisfaction (e.g., sending gifts on special occasions).
• Communicate directly with consumer when necessary to ensure timely and effective problem resolution.

Qualifications:

• Bachelor's degree (preferably in Business Administration, Economics, Communication, or related fields).
• Minimum of 4 years of experience in consumer service or call center operations.
• Strong background in operational process management.
• Proficient in MS Office and reporting tools.
• Experience working with ERP systems and familiarity with basic accounting processes.
• Strong communication skills with a solution- and result-oriented mindset.
• Preferably has a good command of written English.