Newstel Worldwide

Influencer Marketing

• Influencer Marketing ekibine günlük operasyonel süreçlerde destek olmak
• Influencer’lar, iş ortakları ve ajanslarla iletişim kurmak (özellikle e-posta yoluyla)
• Briefing hazırlamak ve göndermek
• İş birliklerini şirket içi sistemde düzenli şekilde kayıt altına almak ve takip etmek
• Sistem üzerinden sipariş oluşturmak
• Kampanya süreçlerinde organizasyon, yürütme ve raporlama desteği sağlamak
• Genel idari ve backoffice görevlerini yerine getirmek

Backoffice Agent, Influencer Marketing – Fransızca Zorunlu

Customer Support

• Provide written customer support in English
• Support German brands when required
• Handle inquiries with professionalism, clarity, and empathy
• Ensure SLA adherence and maintain high-quality communication standards
• Work independently while collaborating closely with the wider team

Customer Service Associate – Mobile Gaming, German, English

• Deliver high-quality customer support across multiple virtual channels , including email, live chat and voice , ensuring a consistent and positive customer experience.
• Respond to customer enquiries accurately and efficiently, resolving issues at first point of contact wherever possible.
• Manage inbound and outbound customer interactions in line with service level agreements (SLAs) and quality standards.
• Provide clear, empathetic and professional communication, adapting tone and approach to suit different channels and customer needs.
• Handle customer complaints and escalations calmly and effectively, following internal procedures and escalation guidelines.
• Maintain accurate and up-to-date customer records using CRM and ticketing systems.
• Support customers with account queries, orders, payments, technical issues or service-related questions.
• Identify recurring issues and proactively share insights or improvement suggestions with team leaders and relevant stakeholders.
• Adhere to data protection, security and confidentiality requirements at all times.
• Meet individual and team performance targets, including productivity, quality and customer satisfaction metrics.
• Stay up to date with product knowledge, process updates and system changes through ongoing training and coaching & quality

Customer Service Agent – Dutch/English Speaking

• Deliver high-quality customer support across multiple virtual channels, including email, live chat and voice, ensuring a consistent and positive customer experience.
• Respond to customer enquiries accurately and efficiently, resolving issues at first point of contact wherever possible.
• Manage inbound and outbound customer interactions in line with service level agreements (SLAs) and quality standards.
• Provide clear, empathetic and professional communication, adapting tone and approach to suit different channels and customer needs.
• Handle customer complaints and escalations calmly and effectively, following internal procedures and escalation guidelines.
• Maintain accurate and up-to-date customer records using CRM and ticketing systems.
• Support customers with account queries, orders, payments, technical issues or service-related questions.
• Identify recurring issues and proactively share insights or improvement suggestions with team leaders and relevant stakeholders.
• Adhere to data protection, security and confidentiality requirements at all times.
• Meet individual and team performance targets, including productivity, quality and customer satisfaction metrics.
• Stay up to date with product knowledge, process updates and system changes through ongoing training and coaching & quality

Customer Service Agent, French/English Speaking

• Lead, motivate and mentor customer service team members working from the office or hybrid.
• Supervise day-to-day activity, ensuring service levels, quality standards and KPIs are consistently met or exceeded.
• Act as a subject matter expert, supporting the team with escalations and complex customer queries.
• Conduct regular 1:1s, team meetings and performance reviews, providing clear feedback and coaching.
• Identify individual strengths and development needs, creating performance and improvement plans where required.
• Recognise and reward strong performance, promoting engagement and professional growth.
• Create and manage team schedules and rotas to ensure adequate coverage in line with client and business requirements.
• Oversee onboarding and training of new starters, ensuring training plans are followed and completed to a high standard.
• Proactively identify trends in customer contacts and operational challenges, making clear, data-driven improvement recommendations.

Customer Service Team Lead, Dutch/English Speaking

Customer Service Agent – German/English Speaking

Account Manager

• Serve as the main point of contact for assigned client accounts, building trusted, long-term relationships.
• Lead regular client communications, including performance reviews, service updates, and strategic discussions.
• Ensure all contractual SLAs and KPIs are consistently met or exceeded.
• Onboard new clients.
• Lead the onboarding of new client accounts, ensuring a structured, efficient, and high-quality transition into operations.
• Gather, validate, and complete all required client data and operational documentation to support service delivery.
• Build and manage a clear onboarding timeline and roadmap, aligning internal teams and client stakeholders to agreed milestones.
• Prepare and coordinate training documentation in collaboration with clients, Operations, and Quality teams.
• Liaise closely with HR and Talent teams to support recruitment planning, onboarding, and readiness for go-live.
• Act as the central coordination point throughout the onboarding phase, ensuring risks, dependencies, and timelines are actively managed.
• Own performance against agreed KPIs and SLAs, proactively identifying risks and implementing corrective actions.
• Analyse and share operational data with the client, to drive continuous improvement in productivity, quality, and customer outcomes.
• Oversee quality assurance standards in line with client and internal expectations.
• Identify and propose account growth opportunities, including service expansion, upsell, and optimisation initiatives.
• Support contract renewals and pricing discussions where required.
• Provide leadership and oversight to Team Leaders and operational management teams.
• Ensure teams are aligned to client expectations, performance targets, and quality standards.
• Support performance management, coaching, and development of Team Leaders.
• Working with internal teams, produce accurate forecasting for volumes, headcount, and performance requirements.
• Deliver clear, insightful reporting to clients and internal stakeholders.
• Use data to support strategic planning and operational decision-making.
• Oversee recruitment planning for client accounts in collaboration with HR and Talent teams and in line with client forecasted requirements.
• Ensure timely hiring and onboarding aligned to forecasted demand and SLA requirements.
• Create and oversee schedules that accurately reflect operational requirements, forecasted volumes, and client service expectations.

Account Manager, German/English Speaking

• Provide excellent customer service through phone, chat, and email.
• Address inquiries, concerns, and requests professionally and efficiently.
• Support tasks such as account assistance, troubleshooting, or order processing (depending on the assigned account).
• Stay updated on company products, services, and processes to give accurate information.
• Ensure timely and accurate resolution of customer concerns within agreed SLAs.
• Maintain and update customer records in the system.
• Follow company guidelines and SOPs to deliver consistent service quality.

Customer Service Associate – Full Time/Part Time

Manager

• As a Workforce Manager, you will be responsible for forecasting, capacity planning, service level management, and workforce optimisation.
• Perform forecasting activities to anticipate workload and staffing needs.
• Define staffing requirements based on forecasted demand.
• Adjust schedules and allocate resources effectively to maintain service level targets.
• Support internal RTAs in creating shift schedules for both internal and external teams, ensuring robust holiday and operational planning.
• Monitor and analyse real-time and historical service level performance across all communication channels (phone and email).
• Ensure compliance with established Service Level Agreements (SLAs) and take corrective actions when deviations occur.
• Provide feedback on forecasting accuracy and recommend adjustments based on real-time trends.
• Develop and maintain detailed reports on service levels, adherence, and related WFM KPIs.
• Provide actionable insights and recommendations to improve operational efficiency.
• Identify and implement strategies to improve WFM processes to increase relevant KPIs.
• Evaluate tools and systems for potential upgrades or new integrations to improve efficiency.
• Develop contingency plans for unexpected spikes in customer demand or operational disruptions.
• Design and implement strategic plans to address and resolve backlog challenges, ensuring efficient and timely progress toward a “green” status.
• Lead the team during critical or high-pressure situations.
• Mentor the RTA team, fostering professional growth and engagement.
• Set clear goals and expectations to ensure the team consistently meets performance objectives.