شركة Etisalat Misr تطلب سوشيال ميديا

Alaa Ali

شركة Etisalat Misr تطلب سوشيال ميديا
شركة Etisalat Misr تطلب Social Media Customer Care Senior Advisor

Job Details

Respond quickly & accurately to customer inquiries via the live chat program / social media platforms

Communicate clearly, effectively and empathetically to customers through live chatting / social media platforms

Engaging with a high volume of customers via live chat system, offering support & guidance through web

Work effectively as a part of a team, developing effective & supportive relationship

Main responsibilities 

Will creatively handle various online social media channels – online chat, builds an effective connection and encourage targeted audience to engage.

Excellent ability to demonstrate typing and digital understanding skills.

Research opportunities for new social media / online chat platforms and select adapt current process to the company’s needs

Monitor trend in social media / online chat tools, applications channels

Capturing and analyzing the appropriate social media / online chat data, metrics insights and best practices in order to continuously improve our image

Monitor online reviews and respond to each review

شركة Etisalat Misr تطلب سوشيال ميديا

Monitor social media / online chat channels including none- Etisalat and Etisalat pages, and monitor Etisalat online portals to handle customers inquires and/or complaints

Guide customers to use Self Service steps, and follow up until issue is resolved to ensure customer satisfaction

Validate & assess complaints to compensate or refund financial loses to the customer to maintain customer satisfaction

Audit other members on rotational basis to maintain quality

Prepare daily reports, Trade reports, and participate in preparing monthly performance to track and announce internally social media / online chat activities

Handle VIP customers inquire and/or complaints to maintain customer satisfaction

Evaluate and validate fraud cases, to report to Fraud team, and Legal team to maintain customer satisfaction

Record online social media / online chat daily interactions in order to brief management with a summary report

Monitor and review comments posted in Etisalat social media / online chat in order to eliminate any unprofessional comments

Work on ad-hoc reports / presentations requested by management in order to review the performance results of different functions

شركة Etisalat Misr

Essential Qualifications :

English fluency writing / speaking

Typing speed both English and Arabic.

Business online etiquette

Previous experience in social media / online chat fields

Excellent knowledge and awareness of social media and digital platforms ( Facebook , twitter ,google+ , Instagram )

Bachelor’s Degree

High Customer service orientation

Working hours flexibility

High problem solving & decision making

Desirable Qualifications :

Teamwork & cooperation

Creativity & innovation

Years Of Experience:

3 Years

Seniority levelEntry level

Employment typeFull-time

Job functionCustomer Service

IndustriesTelecommunications

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