Mustafa Genç

I am the Director of customer services, compensation, damage and carrier development and training departments at Hepsijet cargo company, one of the e-commerce website Hepsiburada companies.

I design and implement customer experience, manage customer service main metrics, and call center management.

• Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
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• Maintained up-to-date knowledge of industry trends, sharing insights with the team to better serve customers.
• Conducted regular performance reviews, providing constructive feedback to support employee development.
• Monitored call center metrics regularly, identifying trends or issues that may impact overall performance levels.
• Coached and mentored team members to achieve professional growth and improved performance.

• Enhanced customer satisfaction by resolving inquiries effectively and efficiently.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

• Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
• Trained and supervised team of customer service representatives in providing quality service to customers.