Customer Experience/Call Center Specialist

**Empower Travelers Through Digital Support – Join Carla as a Customer Experience/Call Center Specialist!**

Are you ready to embark on a journey where your passion for customer care and problem-solving creates meaningful travel experiences?

At Carla Car Rental, we are more than just a brand—we are redefining the car rental industry, making it seamless and enjoyable for travelers all around the world. We connect travelers with the best rental options and complementary services such as protection plans and roadside assistance, ensuring a smooth, hassle-free experience anytime, anywhere.

As a product-first company, innovation is our heartbeat. Our success is powered by a team of outstanding individuals, and now we are looking for a Customer Experience Specialist to join our dynamic, mobile-first global car rental platform.

You can download the Carla app:

https://apps.apple.com/app/id1035631234

https://play.google.com/store/apps/details?id=com.mobikasaba.carlaandroid

**Role Overview:**

As a Customer Experience/Call Center Specialist at Carla Car Rental, you will be at the forefront of ensuring our travelers have smooth, memorable journeys. This is not a front-desk role—our CX team operates digitally through phone and email, providing personalized support while collaborating closely with product and operations teams.

You will act as the voice of the customer, identifying pain points, resolving issues, and contributing insights that help improve our products and services. Your work will directly influence customer satisfaction, loyalty, and the overall travel experience, making this role a key part of our mission to redefine car rentals worldwide.

**Key Responsibilities:**

• Deliver exceptional support to travelers via phone and email in English.
• Manage and complete bookings accurately using our reservation system and dashboards.
• Collaborate with the data operations team to analyze trends and address evolving customer needs.
• Partner with the product team to represent the voice of the customer and inform product improvements.
• Identify opportunities to enhance customer satisfaction and business outcomes.
• Conduct quality assurance testing on products and provide actionable feedback for continuous improvement.

**Additional Insights:**

• This role includes a combination of day and night shifts, with at least three night shifts per week.
• Day shifts take place in the office; night shifts offer remote flexibility.
• On weekends, you will work one day shift and receive one day off, ensuring weekly hours do not exceed 45 hours.

**What We Seek in You:**

• Bachelor’s degree (required).
• Fluency in English (written and spoken).
• Another language (Spanish, French, German, etc.) is a strong plus.
• Strong communication, problem-solving, and multitasking skills.
• Prior experience in customer support or a related field is a plus.
• Proficiency with customer support tools and software.
• Positive, proactive, and self-motivated attitude with a solution-oriented mindset.
• Ability to analyze data and trends, translating insights into effective action plans.
• Exceptional interpersonal skills: clear, professional, and courteous across all channels.
• Thrive in a fast-paced, startup environment with flexibility and a willingness to learn.
• Based in Istanbul.
• Openness to giving and receiving constructive feedback, fostering collaboration, and continuous improvement.

**What We Offer:**

• Stay on the cutting edge with up-to-date technical equipment, including macOS devices.
• Immerse yourself in an exceptionally innovative and dynamic work environment, where creativity thrives.
• Keep your energy levels up with a fully stocked kitchen, featuring coffee machines, snacks, and refreshing beverages.
• Enjoy additional meal and transportation allowances, demonstrating our commitment to your overall well-being.
• Experience a culture of transparency and open communication among employees, fostering a collaborative atmosphere.
• Embark on a journey of continuous learning and career development, with our encouragement and support.
• Work in a comfortable, centrally-located office in Uskudar, featuring dedicated recreation areas for relaxation.
• Pursue further education and growth with training and development reimbursement opportunities.
• Recharge and unwind with 12 days of vacation from Year 1 of employment.
• Celebrate your special day with a day off on your birthday.
• Experience a welcoming environment with a zero-tolerance policy for toxic behavior, ensuring a harmonious and respectful workplace for all.
• Join us in having fun during our office events, creating memorable moments together.

Carla embraces diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.