Associate, Customer Care with Turkish

Join BIC World, a community of brands dedicated to creating ingeniously simple and joyful products that have been part of hearts and homes for over 75 years. We are committed to growing our iconic and innovative brands by reimagining everyday essentials in new, sustainable, and responsible ways.  

Our culture encourages a "roll up your sleeves and get the job done" mindset, ensuring self-starters, problem solvers, and innovative thinkers can truly thrive. At BIC World, you are empowered to take ownership of your career and use your unique perspective to make a meaningful, global impact on our mission. 

The position of Associate, Customer Care, is part of the OTC (Order to cash) Line in BIC Sofia. Within the scope of this role is to handle customers’ issues related to product or service claims, and various types of service requests: 

• Manage effectively Claims (e.g., quantity, returns, refunds, discounts, service issues, etc.), Requests in scope of Customer Care, and Penalties, in line with Standard Operating Procedures and within Service Level Agreement   

• Manage ticket assignments and categorization according to SNOW policies 

• Communicate clearly with customers and internal teams to provide updates and resolutions 

This role requires high levels of Customer support and interaction with multiple markets. 

Key accountabilities: 

• Assign & categorize customer tickets in SNOW in line with SNOW policies 

• Receive and review claims from customers, partners, or internal teams—these could involve order entry, pricing, logistic, quality, penalties 

• Validate claims and investigate root causes in collaboration with local teams (e.g. pricing, sales etc.)  

• Apply decision on claim investigation outcomes (e.g., escalate or issue CN/DB) based on internal guidelines/procedures and evidence. 

• Handle service requests predefined on Customer care scope 

• Log and track complaints in ERP systems to ensure timely follow-up and resolution. 

• Act as the main point of contact with customers regarding their claims or requests. 

• Provide timely updates and clear explanations about the status and resolution of their issues. 

• Maintain a professional and empathetic tone to ensure a positive customer experience 

• Escalate any blocker in task execution to Level 1 manager 

• Front-office for customer contact: telephone, e-mail, chat contact with customers 

• Contact customers on appropriate communication channel (phone, e-mail, chat, …) as needed 

• Independent to establish and maintain Internal and External stakeholders’ relationships  

• Train and support Junior Associates’ in performance and deliverables 

• Deliver and ensure performance level in terms of quality, feedback of service execution in the assigned group of markets 

• Contribute to the implementation of new processes and to continuous improvement initiatives in his area of expertise 

• Contribute to Internal and External Audit and to SOX compliance  

• Upon request, assistance to Orders to Invoice team 

• Continue to expand knowledge of claims management and customer specifics 

Knowledge, skills and experience: 

• High school degree (University education is desired) 

• 1-2 years of experience in a Shared Services environment for a global company is required, with knowledge of orders and logistic flows 

• 4-5 years of experience for a global company is a plus 

• Advanced English and Turkish 

• Exposure to ERPs; JDE is a plus 

• Strong communication skills: clear and professional interaction with internal teams and customers 

• Customer service orientation and attention to details 

• Ability to work in teams, with deadlines and time pressure 

• High ethical standards 

• Proficiency in MS Office (especially Excel); ERP experience preferred 

• Knowledge of order-to-cash process and financial principles preferred