Customer Experience Specialist

Who we are

The Path to the Future is with Enerjisa!

We work in line with our vision of a sustainable energy world for all; and we accelerate sustainable energy transformation by providing the infrastructure and services required for the future.

We focus on creating value both for our employees and society at each step we take to succeed today and in the future.

As the agile and innovative energy company of Türkiye, we focus on people and build all our activities on the values of integrity, passion, courage, continuous development, and engagement.

At Enerjisa, we adopt an approach that embraces differences and includes everyone, and we believe that the diversity in our work environment is enriching.

We ensure that all our candidates are evaluated in an equal and fair manner, and we conduct our recruitment processes with a philosophy devoid of prejudices.

What about being a part of our energy?

What we do

Pioneering the energy transformation in Türkiye with a particular focus on sustainability and the vision for a better future for all, Enerjisa Enerji provides service to 25 percent of Türkiye in electricity distribution and retail, which are the main fields of activities of the company. Being the prominent player in the industry, our company reaches 10.7 million customers in 14 provinces and provides electricity distribution services to more than 22 million users. Furthermore, while Enerjisa Enerji offers renewable energy, efficiency, and green energy solutions to its customers via its Energy of My Business brand, the company also operates the first and fastest charging station network in Türkiye with Eşarj, the company of which Enerjisa owns majority of its shares.

We offer sustainable solutions touching peoples’ lives with our business models focused on efficiency and technology in line with our approach centering on people, technology, and customers. During the course of our activities, we have the goal of assessing new opportunities in the sector and creating value for our partners, customers, employees, suppliers, andcommunity.

As the agile and innovative energy company of Türkiye, we are powered by people and build our activities on the values of integrity, passion, courage, continuous development, and engagement.

What awaits you in this role

We are looking for a colleague for our Customer Experience Team !

• Conducting customer research and market analysis to identify trends, behaviors, and customer needs and expectations. (Qualitative& Quantitative, Market and Benchmark research),
• Measuring, following and improving Customer Experience Scores such as: Net Promoter Score(NPS), Customer Satisfaction Score(CSAT) and Customer Effort Score(CES) in all touchpoints,
• Designing and managing surveys and other research methods to gather quantitative and qualitative customer data,
• Determining pain points by analyzing customer data and to redesign the experience that will increase customer satisfaction by obtaining insights from the voice of the customer and to ensure that it is commissioned together with business units,
• Working closely with business units to continuously improve processes and generate new projects by looking at all processes from a holistic perspective,
• Presenting research findings through reports, presentations, and dashboards to Top Management and key stakeholders,
• Managing the CX KPI of business units and informing at regular intervals,
• Experience with Voice of Customer tools to design and conduct surveys,
• Supporting data-driven decision-making by staying current on the latest industry trends, technologies, and best practices in customer research and analytics.

What we expect

• Preferably a bachelor's degree in Business Administration, Engineering, Statistics, Economics, Psychology or Sociology
• Minimum 2 years of experience in Customer Experience, Customer Insight, CRM, Data Analytics or Reporting Departments
• Proficient in MS Office applications
• Experience with Voice of Customer tools
• Advanced in English
• Knowledge of SAP and SAS systems
• Strong problem-solving abilities, analytical thinking and design thinking skills

Our recruitment process

• Pre-Interview
• Personality Inventory, General Aptitude and English Tests
• People & Culture and Team Interview
• Case Study
• Reference Check
• Job Offer

Privileges of being an Enerjisa employee

• Hybrid work model supported by ergonomics and communication,
• Flexible working hours and hours without meetings,
• Extensive private health, and life insurances & company-supported Private Pension Insurance,
• Inter-departmental rotation opportunities,
• Training & development opportunities supporting both personal and professional competencies,
• Leave package including 5-Day Welcome Leave, Birthday and Extended Parental Leaves,
• Employee Support and Counseling Practice Resources (Studio Live, Avita)