Pelinsu Sönmez Kalaycı

Developed Markets (EU & UK) and MENA Zone

• Tracking all processes from order placement, delivery, returns and refunds, to customer satisfaction processes.
• Monitoring and reporting on customer experience and operational metrics and KPIs on regular basis, identifying improvement areas, and taking necessary actions.
• Developing effective improvement plans in alignment with goals and specifications.
• Conducting Q-based benchmark analysis and projecting necessary improvements.
• Monitoring customer reviews on Trusted Shops, Trustpilot, and Yotpo channels to ensure customer satisfaction.
• Providing solutions to customer disputes and chargebacks from payment channels such as PayPal and Klarna.
• Supporting call center processes by preparing documentation and scripts, such as case-action procedures and updating FAQ fields.
• Achieving project goals on time by collaborating with internal teams.
• Monitoring and following up on transactional SMS and emails.
• Supply of packaging and consumables to warehouses.

• Analyzed trends in global markets to identify emerging opportunities or potential risks impacting the company''s foreign trade activities
• Provided clients with support to navigate the complexities of customs clearance procedures, while ensuring strict adherence to compliance standards.
• Comprehensive assistance with all aspects of export operations, from initial planning to final delivery.