Customer Service Specialist

Mehlika

Yıldız

mehlika.yildiz@pulsedatalab.com

Firma Bilgileri/Company Info

PULSEDATALAB TEKNOLOJİ YATIRIM DIŞ TİCARET A.Ş.

İstanbul(Avr.)

İlan Bilgileri/Job Announcement Info

PULSEDATALAB TEKNOLOJİ YATIRIM DIŞ TİCARET A.Ş.

Customer Service Specialist

Sürekli/Tam Zamanlı

1

  • Müşteri Hizmetleri / Çağrı Merkezi / Customer Service / Call Center
  • Müşteri İlişkileri / Customer Relationship
  • Pazarlama / Marketing

İstanbul(Avr.)

Customer Service Specialist

PulseDataLab | Istanbul, Turkey (Hybrid) | Full-Time

About Us

Freelea is a U.S.-based, fast-growing Fashion & Technology venture redefining the shopping experience for Gen Z customers. PulseDataLab is Freelea's Istanbul-based technology and operations center. Join us as a Customer Service Specialist and help deliver an exceptional support experience to Freelea's U.S. customer base.

Role Focus

This role is responsible for providing timely, accurate, and empathetic support to Freelea’s customers across multiple channels, resolving issues efficiently while ensuring a positive brand experience within a dynamic U.S. marketplace environment. Working closely with operations, marketplace, product, and seller success teams, you will help transform customer feedback into continuous service improvements while maintaining the high service standards expected in the U.S. market.

The role also involves close collaboration with U.S.-based sellers and their customer service teams to ensure seamless communication, efficient issue resolution, and a consistent customer experience across the Freelea marketplace ecosystem.


Key Responsibilities


-Develop a strong understanding of the U.S. e-commerce and marketplace environment, including customer expectations, communication standards, seller operations, and industry best practices.
-Participate in the testing, implementation, optimization, and day-to-day management of customer service technologies, including CRM platforms, AI-powered tools, chatbots, automation systems, analytics solutions, and communication platforms.
-Provide timely, professional, and empathetic support to customers across multiple communication channels, including email, chat, SMS, phone, and other digital platforms.
-Resolve customer inquiries related to orders, shipping delays, returns, refunds, payment discrepancies, promotions, and marketplace transactions while ensuring a consistent customer experience.
-Investigate, troubleshoot, and resolve customer complaints, escalating complex cases to the appropriate internal teams when necessary.
-Collaborate closely with U.S.-based sellers and their customer service teams to ensure seamless communication and efficient issue resolution across the Freelea marketplace ecosystem.
-Maintain accurate records of customer interactions, support tickets, resolutions, and follow-up actions using CRM, help desk, and communication platforms.
-Monitor key customer experience metrics, including customer satisfaction (CSAT), first-response time, resolution time, service quality, and seller-related performance indicators, and contribute to continuous improvement initiatives.
-Coordinate with marketplace operations, seller success, curator success, logistics, and product teams to resolve customer issues efficiently and improve operational processes.
-Support the development, maintenance, and continuous improvement of knowledge bases, frequently asked questions (FAQs), help center resources, standard operating procedures (SOPs), and internal support documentation.


Who We're Looking For

-Fluent in English with excellent written and verbal communication skills.
-Hands-on experience gained through internships, university projects, part-time positions, freelance work, or full-time roles in customer service, e-commerce, or marketplace operations is highly valued.
-Comfortable using AI-powered tools to improve response efficiency, quality, and reporting.
-Strong problem-solving skills with a calm, patient, and empathetic approach to handling customer concerns.
-Comfortable working with CRM and helpdesk platforms (e.g., Zendesk, Freshdesk, or similar).
-Detail-oriented with strong organizational and time-management skills.
-Comfortable working in a fast-paced, cross-functional environment.

Why Join PulseDataLab

-Gain hands-on experience delivering customer support for a fast-growing U.S. e-commerce business.
-Work alongside an international executive team.
-Develop expertise in customer experience, service operations, and support technology.
-Gain access to professional certification opportunities.
-Work in a hybrid setting.
-Work from our office at The Ritz-Carlton, Boğaziçi University R&D Center.

APPLY
talent@pulsedatalab.com
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